22/05/2026
Two weeks ago, we were doing what we call our “Peds”, reviewing existing clients whose mortgages are due for review within the next 6 months so we can start planning early.
One client popped up, and something didn’t feel right.
The mortgage had been remortgaged less than 6 months ago, and both parts of the mortgage should have moved onto a new fixed rate at the end of January 2026.
After digging into it, I discovered that while we’d successfully reduced the rate multiple times as rates improved, one part of the mortgage hadn’t converted onto the final fixed rate when completion happened.
Meaning for the last few months, the client has been paying more interest than they should have been.
Now, whether this was a human keying error or a system issue, we may never know for certain.
But here’s the important bit:
Mistakes happen. We’re all human.
What matters is how you deal with them.
I contacted Santander immediately and spoke with my business manager, Zaid, who has been absolutely brilliant throughout.
After investigating, Santander agreed to:
• Backdate the rate to when it should have started
• Honour the original lower fixed rate
• Put the client back into the exact position they should have been in
I’d already said I was happy to sacrifice all commission on the case if that’s what it took to make things right for the client.
Because ultimately, protecting the client matters more than a fee.
Thankfully, Santander took a pragmatic and client-focused approach, and I genuinely can’t thank them enough for how they handled it.
There’s a lesson in this.
You don’t have to shout to be heard.
I’ve seen people go into full panic mode in situations like this, anger, blame, escalation.
But in my experience, treating people with respect, explaining the situation honestly, and focusing on the right outcome gets far better results.
This situation could have gone very differently.
Instead, common sense prevailed, the client is protected, and the issue is resolved.
That’s customer service.
That’s partnership.
And honestly, it’s a lovely way to head into the bank holiday weekend.
Hope you all have a brilliant weekend whatever you’re up to ☀️
