“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.”
“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.”
“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.”
“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.”
“Dreadful experience from start to finish. Everything they do takes an age but yet they wanted everything done by me asap. They even had the audacity to ring me on a week day when I was at work to say if I don’t get a chaps payment to them by 15:30 then it would delay everything going through. What the hell was I supposed to do at half past one in the afternoon when I had to make this payment in branch. Absolute bafoons who should be allowed to practice.”
“Enact very unprofessional with regards to equity release
Kept asking same question and receiving same answer
Cost me more and percentage kept rising because of the time enact took to resolve
Don’t use for equity release”
“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”
“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!!”
“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.”
“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.”
“They completely wasted our time, took days sometimes weeks to respond to communication, massively delayed the process and lost us a potential buyer. All the other reviews speak for themselves, someone please close this junk outfit down for the sake of others”
“I am a broker and a sale is about to fall through due to the total incompetency and lack of knowledge of Enact. In the past they were hopeless and still are. Why lenders use them is beyond me The staff are clearly not experienced enough to deal with the complex nature of some transactions and refuse to accept standard indemnity due to their lack of knowledge.”
“I wish I could give zero stars! I've dealt with Enact previously and due to delays at their end and the fact I couldn't reach them on the phone to chase my re-mortgage was delayed costing me additional payments at the time. When I learnt they will be dealing with my current re-mortgage I was prepared for a similar issue. Enact are advising me at this late stage that my tenancy agreement will not be accepted as its rented out to a housing association who will sublet it.
The Mortgage Works have confirmed with the broker that they are happy to proceed, yet Enact will not accept this advising its 'not in their agreement with The Mortgage Works' When I questioned this saying I'm your client and I've never had this issue with TMW in the past, I was advised their client is TMW and its not in their agreement so they can't proceed.
I've got a couple of properties going through a re-mortgage and yet the other one has all been sorted with no issues under the same terms, so really can't understand why this is an issue with Enact. TMW keep advising they are happy but Enact won't proceed? Can't progress, and Enact won't even forward any email communications with TMW, which makes me even more suspicious that there isn't an issue in proceeding.”
“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.”
“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”
“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!!”
“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!!!!”
“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”
