My role, fees and transparency
My mortgage intermediary is no longer responding: what to do and how to switch
Intermediary unreachable? Normal silences, warning signs, written follow-up, ending the mandate, documents to retrieve: take back control of your file.
When a mortgage intermediary stops responding, the first step is a written follow-up: a dated email, three closed questions regarding the lenders contacted, their responses and any missing documents, with a specified response deadline. To switch, the mandate is terminated in writing according to its end date, its termination clause and any exclusivity, after having requested the list of submissions and the documents transmitted.
By Sandy MASCART, mandataire d'intermédiaire en opérations de banque et en services de paiement ORIAS 26000541 sous le mandat de CDV PATRIMOINE & ASSURANCE (ORIAS 14005573)
Key points
- A silence of a few days after submission is normal; the alert is the lack of response to a specific question, not the time elapsed.
- No list of lenders contacted, no written communication, documents requested repeatedly: these signs indicate a poorly managed file, not a simple delay.
- A written follow-up, with closed questions and a response deadline, unblocks most stalled files.
- The termination of a mandate depends on its end date, its termination clause and any exclusivity, never on a sum due before the disbursement of funds.
- Before leaving, requesting in writing the list of lenders contacted, the responses obtained and the documents transmitted avoids resubmitting blindly.
The link to the pillar page must appear within the first 150 words.
The mandate is signed, the documents are submitted, and then nothing happens, while the deadline in the preliminary sale agreement approaches. A stalled file is resumed as follows: a written reminder first, the correct documents next. See also the profession and the fees and the mandate, clause by clause.
When to worry?
A few days of silence are commonplace; more than a week without a progress update, however, is not. The real signal: no answer to “where is my file, with whom, and what are you waiting for?”
Normal silences: file with an analyst, awaiting the committee, document expected from a third party, loan offer drafted with its legal deadline.
- Délai de réflexion de l'emprunteur 10 jours
- Maintien minimal des conditions de l'offre 30 jours
La première ligne est le délai avant lequel vous ne pouvez pas accepter. La seconde est la durée minimale de maintien des conditions. Ni l'une ni l'autre ne se raccourcit.
- En vigueur depuis le
- Source
- Article L. 313-34 du code de la consommation — Légifrance
See the loan offer. Silences that warrant concern: after a request for an update, after bad news, while the preliminary sale agreement is running, or a “it is progressing” without a bank or a date.
Six signs of a poorly monitored file
- You do not know with which banks it is submitted.
- No confirmation of submission, no date.
- The same documents requested repeatedly.
- Nothing in writing.
- “Be patient”, without a deadline.
- The schedule of the preliminary sale agreement never mentioned.
Three signs or more: the file is not being monitored.
The written follow-up that unblocks the process
A dated email, three closed questions, a response deadline. It creates a record and prepares for a potential complaint.
- Which institutions has my file been submitted to, and on what dates?
- What response has each of them provided?
- Which documents are missing, and who are they dependent on?
Remind them of the deadline, request a response within forty-eight business hours, and keep the sent copy. No response: you know what to do.
Exiting the mandate
According to what it stipulates: end date, notice period, form. A non-exclusive mandate does not prevent you from consulting elsewhere. Terminate it in writing, with proof of dispatch.
If signed at a distance or outside the institution, it may open a right of withdrawal. No deposit is due before the disbursement of funds (the fees): a “termination indemnity” must be examined before being paid.
The documents to retrieve before leaving
In writing, in one go, with a deadline:
- the list of institutions approached and the submission dates;
- the written responses, including refusals;
- any simulation or priced proposal;
- the documents you had submitted;
- a copy of the signed mandate;
- your email exchanges.
What you provided or received belongs to you; internal notes do not.
Avoiding duplication at the same bank
Have the list of submissions before choosing the successor. See the competitive bidding, the intermediary’s panel and the local intermediary.
Lost preliminary sale agreement: making a claim
First, a written complaint to the professional. Then, free of charge, the consumer mediator specified in the mandate.
The ACPR receives reports but does not provide compensation. The damage must be demonstrated: your written correspondence becomes evidence.
What I request when I take over a file started elsewhere
- the list of banks approached and the dates;
- the written reasons for the refusals;
- your actual deadline and its extension clause.
A file taken over is not a damaged file; taken over blindly, it is. Twenty minutes on the phone will tell whether it is recoverable in time.
Create your file: I will take over the process with the banks.
Sources
Read next
- Mortgage fees in Lyon
- Can you put two mortgage intermediaries in competition and approach your bank at the same time? Yes, it is permitted: consulting several intermediaries and keeping your bank, provided you avoid the duplication that causes your application to slip.
- Mortgage intermediary or direct bank: an honest comparison, and the five cases where I advise against using an intermediary Intermediary or direct bank: what each brings, what neither can promise, and the five cases where going to your bank alone is sufficient.
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