They are the worst. Why oh why do Santander use them?!??? I've remortgaged 7 times in my life, and it has been smooth and easy, basically handled by our broker. This has been a three month process in which I've been repeatedly asked to resubmit documents (to a non-user friendly portal, email not accepted, broker can't do it for some unknown reason), then they send a chasing letter but when you call back they say that was produced by the system, sorry, yes we know it didnt make sense but we can't change that automatic letter. It's a joke! If we weren't so far through the process I would definitely go to a different lender because this experience has totally put me off Santander. If its not sorted in the coming days, I will. I know our broker will forewarn anyone from going to them too as its used days of his time chasing their terrible admin.