“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 !!”
“As other reviews have said Enact's communication is poor. They did a remortgage for us and we asked for a completion date but despite being told (when I chased up) a few weeks before that everything was ok and should go through, it didn't. The only positive I can think of is that when I did speak to people they were polite.”
“Enact is unprofessional company liar.Don’t dream to buy house from them it never going to happen you wasting time. You never get a chance to talk with your case handler after nearly six month I have close my file because of my solicitor”
“Beware of Enact! I attached a photo from the FCA website where this company is no longer even registered ! Over 3 months for a remortgage hold up after hold up, no real contact I will contacting my bank with a massive complaint for even suggesting using them !”
“Do not use this service. They are unprofessional and will not keep you in the loop with your remortgage. They will make big decisions without discussing with you and you will not be able to speak with your case holder. I have been trying to speak to mine for 9 weeks and still no success. Also to even get through to speak to someone at reception it can take you well over an hour. You will regret if you use this service. I would give 0 stars, however, this is not an option.”
“Entact is the most unprofessional company out there .
For a start their communication is terrible . Called me while I while I was in the car . Politely asked if they could return call in 30 min once am at home. They did.... but called 3 days later . Emails get reply every other day , and their approach to the case is shocking. Best not to ask them questions as it will delay your Morgage for weeks .....
avoid this company at all costs !!!!
Or you will have the most stressful unpleasant journey through your Morgage / purchase experience .”
“Cant get through on the phone, just made contact with current lender as Enact stated last week that they were requesting a redemption statement. They havent. I've sent an email to Enact just waiting for a reply. Looking at other reports this could take a few more weeks. Why?”
“AVOID THIS COMPANY AT ALL COSTS!! Unfortunately this is the second time I have had to use them as Birmingham Midshires insist on it. I hope someone from BM is reading this so they cancel their contract with this joke of a company - how they are still in existence astounds me! The first time I had to use them they nearly lost my passport, and this time it has taken them nearly 3 months for a simple remortgage. They never respond to emails or messages, and you have to wait for over an hour to get through to anyone on the phone, not that it matters as they are all completely useless. They lied about chasing up a redemption statement from my current lenders and have sat on my case with no movement for several weeks, costing me thousands of pounds as I am now on my current lenders' SVR due to their incompetence and delays. 1 Star is actually flattering them.”
“If you want something done and to be able to speak to someone on the phone, they are not. You can hardly ever get through, they don't seem to be able to respond emails for weeks on end. How they continue to work is beyond me.”
