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Probably the most incompetent bunch of idiots I have ever come across. I am trying to buy a new house, I am an existing customer, have a massive deposit and am marked as 'ultra safe' as a customer - even with my slightly larger mortgage. I have been calling 3 times a day 6 days a week for the past two weeks to get them to approvae my mortgage. They have been telling me that my mortgage will be 'assessed' in 24-48 hours. I am now about to lose our new house as they haven't been able to process the application and the exchange date was today (already postponed from last week). Inconsistencies, misinformation and incompetence. With their delays you would have thought we were in the middle of a boom. Avoid them and watch their business fail - it will if this is how they treat their existing customers.