“My wife and I poured our life savings into a flat purchase, and by the looks of things it will all fall through, due to Enact's negligence, incompetence and complete lack of care.
We did not instruct Enact, they were forced on us by our lender. We have been in a position to exchange contracts for well over 5 weeks now, but Enact WILL NOT do anything to allow completion. It took them 5 weeks to respond to an email, and since then they generate RIDICULOUS, peace meal enquiries, every time buying themselves 10 days to not actually process our case.
I am at the end of my tether both emotionally and financially - a purchase that should have gone through last month has been needlessly extended due to nothing else than Enact's complete lack of motivation to actually do their job.
Our mortgage offer runs out next month, and I can see that this whole sale will fall through, through no fault of our own. We have jumped through every hoop, and every call / email/ request just falls on deaf ears.
I have rung them, to be told they won't speak to me - only my solicitor. I then tell them my solicitor has called them EVERY. SINGLE. DAY. and we still just get the same response "We have received your documents, and will process your case accordingly".
I have raised an official complaint with my lender, and am going to go to whatever bodies or groups I can to spread the word on this uncaring and callous company.
I cannot express enough - if you value your money and your mental health, avoid this company like the plague.”
“Awful experience. Enact (acting for Santander) have totally ruined us on our re-mortgage. Having sat on our completed documents for 8 weeks, 10 days out from completion they spotted a spelling mistake (that we had corrected on sending the forms back 8 weeks prior). Sent new forms to us. We signed new forms. Constantly reassured that they would not miss our re-mortgage date. 1 day out from completion, they realise they don't have the necessary ID from is nor the corrected mortgage deed from Santander. We will now miss the re-mortgage date and as a result the financial impact will be huge and I'm not sure how we will deal with it. Total negligence on the part of Enact. A horrific ordeal.”
“Poor verbal and written communication, lack of consistency or access to anyone who knows what they are doing. I would not have chosen to use Enact. Mistakenly charged SDLT by an IT error they haven’t acknowledged in writing. Finally received the HMRC refund after 2 months. Avoid using this company.”
“Disgraceful, unprofessional, time wasting company. Held my sale up for months. Claiming not received paperwork etc more than once. Slow to act and respond. Should be stopped from acting on behalf of people and investigated by ombudsman! Laughable they charge for the privilege of using them! Not seen any good reviews!!”
“Worse mortgage support company. Avoid if you want a speedy mortgage. Company loses documents and uses excuse after excuse to delay mortgage. It's been over 9 months now and we are still waiting”
“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.”
“Enact were the absolute worst. I cannot believe they could be so terrible. You would think mine was the first remortgage they had ever done. They were so slow and made so many mistakes that I constantly had to correct then on. It took them weeks to reply to simple questions. I requested 20+ call backs and never got one. They took so long that my first mortgage offer expired, and then so long with the 2nd one I just had to stop the process due to the affect there handling of everything was causing me serious mental health problems. They didn't care at all. This is the worst service I've ever recieved from anything in my life. They may as well have spat in my face. They ruined all of my plans I now have to sell this house because of them. There are no words to describe the HELL they put me through.”
“Never got back to me. Even with 3weeks notice completion didn’t happen on the day requested. Would not recommend. Santander sort it out! Lots of phone calls and lots of stress to try and get completed”
“Absolutely appalling company. If there was a zero star option, I would have selected that. Extremely poor communication. I only used this company as my new mortgage lender uses the. Issues all the way along the line. Has cost me such a lot of time and stress clearing up their errors. The final straw was a call at 3.30 last Friday afternoon before a bank holiday to tell me that I had to pay another £282.79 - otherwise the transaction would not be going ahead on Tuesday. Some of this (£10) was due to additional charges with my existing lender as a direct result of Enact's incompetence but no explanation in relation to the other £272.00. It was either pay it, or the transaction will be delayed even further, costing me even more. This company should not be in business.”
“Way back in September 2021 I agreed the sale of a property, then had an offer accepted on a new property in early December. I then proceeded to instruct Enact for each element, but with the aim always to be to get the sale done and over the line as soon as possible.
From documents 'going missing' to asking for the same document/info multiple times, to the chasing. My word the chasing. I lost count of the amount of times I would be promised something, mostly any kind of update on the process, only to then never get a call back or an email.
What frustrated me was they seemed to have no sense of urgency with any kind of correspondence. These are people's lives and money they deal with, but yet there seemed to be a complete disregard for this - you just felt like any other number to them and they really weren't fussed if your whole chain collapsed.
The horror eventually came to an end in the middle of March when I finally completed on both the sale and purchase - almost 6 months after the initial instruction on the sale.
And to be totally honest, I wasn't going to leave any kind of review because I was just glad it was over. However, after having a look at the final bill, they had the absolute cheek to charge me an additional £120 for an 'expedited completion'. What an absolute joke. A phone call later and a refusal of a refund on that fee, left me in the annoyingly avoidable position of needing to share my true experience.
On the whole, unfortunately Enact made what should be a very exciting process an extremely painful and stressful one. Instruct at your peril.”
“Started a remortgage transaction in 2020... It has still not been completed in 2022. Im depressed because this house is a joint one with my ex im trying to move onwards and I can't. Awful experience.”
“No responses and delays to an ongoing remortgage. Very disappointing!!!
I've had friends actually sell and move far quicker than my process.
Struggled at every opportunity for replies and had no calls back despite requesting multiple times.”
“Its a shame there is not a zero star option. Completely baffled as to how this company are in business. At every point so far in my re-mortgage process its been a struggle, from them denying they had received the lenders offer email (sent 4 times in the end) - apparently its because there was no ref no in the email subject - but they were unwilling to contact my lender to tell them this vital piece of information. I had to do that. This resulted in a warning of case closure, which I was not notified about at all - its only because I have been constantly onto them that I even found out about it. Total shambles from the beginning and I am nervous that their incompetence will end up costing me money. I will be sending a strong letter of complaint to my lender (Natwest) that this company should not be used by them in the future!”
“Absolutely shocking company!! Caused delayes in remortgaging costing me £££. They place the blame on all the other companies involved but when I stepped in and did their bidding it highlighted that indeed they were the problem! I completed on my remortgage 12 weeks after my mortgage offer.
I requested call after call from my “case owner” but heard absolutely nothing until the day before completion when she asked if I could chase something for her (which I had already done and sent to them)
Then told me there was a 44k shortfall… totally miscalculated my whole remortgage!!! What are these case owners being paid for?!! Honestly, avoid if you can. Trying to get sense out of this company is like pulling teeth and so stressful!!”
“This has to be one of the worst companies I have ever had to deal with. Before Christmas it was taking on average 45 minutes to an hour to get through on the phone to speak to someone. They did not respond at all through their website portal, so why they provide that I am not sure.
I started my application and after 6 months my original offer expired, as the interest rate had gone up in the meantime, it now means I am £600 per year worse off. That's £3000 over 5 years!
Recently the service improved, Rebecca Jubb my new account manager has been very good, my previous account manager was totally useless and did not even respond to my messages. Some of the staff on the phone call were good and helpful but the company deserves less than the one star I have given it.”
“The one star is for Hayley in the office.
Complete lack of communication, charged £180 for a "restriction" despite original solicitor proving the fee was unnecessary.
Online portal is useless, tells you nothing and causes more stress than good. Passed from pillar to post... the list goes on! All in all be aware that the service Enacts provides is beyond terrible.”
“In the process of porting an equity release. They are slow, uncommunicative and acting as though they have ultimate power! Took 3 weeks to send offer out, are raising their own enquiries, which they have no need to do, and have requested ££s. I have now chased via ER company who have been brilliant, as very urgent or the chain will collapse with £0000s loss. Plan to report to Law Society/SRA. Avoid like the plague!!!!”
“Awful experience.. was attempting to transfer my mortgage to Santander.
Decided after 14 weeks to stay with my current lender .. left me out of pocket but just so frustrating to deal with ..”
“absolutely shockingly awful company ! Enact ??? "Inept" would be a better name. Have had a simple remortgage in process now for almost 3 months. Literally NOTHING happens until I call to chase it - and usually find the paperwork has been sat on someone's desk for days or weeks.
If I ever need another remortgage - I would check first to see if this outfit has anything to do with it - and would run a mile if they did !!”
