2020-03-12
At SortRefer, we pride ourselves on the help we provide. We understand that not all Conveyancing transactions are plain sailing; which is why we have a dedicated support team to assist you. We’ve received some fantastic feedback from some of our users, so don’t just take our word for it!
We’ve pulled together a series of short case studies that show how SortRefer have helped our users to overcome some of the issues that arise in the life of financial intermediaries. Next in the series, is an example of when a broker's issue was resolved with the help from our South West team.
“I believe Scott does his best to resolve any issues we have with a case!” Olly, TFD Limited
The Challenge
A broker from TFD Limited was faced with a problem when his client was quoted an incorrect retention fee by the case handler that was dealing with the conveyancing of the case. Following the completion, the client ended up paying over double what they were initially quoted. The client was not happy with this and took the issue up with the broker. Understandably, the broker was frustrated by this mistake and wanted to help his client find a resolution.
The Solution
The broker contacted SortRefer and explained the situation to his Telephone Account Manager, Scott. Scott then put the case to a Team Leader at the Solicitor’s firm and then followed up by requesting regular updates. Scott ensured that he kept the broker in the loop at all stages so that he could guide his client and keep them informed. Good communication was paramount to getting a resolution to this case. As it was Scott dealing with the problem, and making the phone calls, this saved the broker a lot of time.
The Outcome
In the end, the Solicitor’s firm paid the difference, and the client also received an additional £100 in compensation. Although it was an issue that could have been prevented, the case was still completed on time, and the client was content to receive compensation for the complication and added stress. The broker was happy that the situation could be resolved and grateful for the intervention from SortRefer.
Client Review
“If I have an issue, Scott is the one I talk to. I believe him when he says he has done something and I also believe he does his best to resolve any issues we have with a case! Thank you for putting up with us, Scott!” Olly, TFD Limited
