To go above her and complain?

[smudgedlipstick]

We used a mortgage advisor to buy our property, and when we arrived at the meeting, it turned out that the mortgage advisor was an acquaintance, not a friend just someone we sort of knew, we chatted and as a result of us taking the mortgage with her, she wavered the second half of the fee usually taken on completion due to knowing us.
Fast forward to us buying our home, moving in and a week later a payment has been taken out of our account by the company the mortgage advisor works for. We had no notification of a payment due to come out and it's a fair whack of money to have left our account that we wasn't expecting. I messaged her and asked what the payment was for and she replied stating that she would look into it and let me know. That was two weeks ago, she is now not replying to my messages. Aibu to be really pissed off about this? What shall I do?

Do you have anything in writing, even messages, saying she would waiver the fee?

I would send her one last message, along the lines of, "realise you must be very busy/away so will contact office directly to get fee reimbursed" and then contact them and explain, hopefully with some proof of what was agreed.

I imagine she’s been told she can’t give discounts to friends...
What does “a fair whack” amount to?

I don't have any proof no, I didn't even think about it to be honest, I just assumed that was it. I would also add, it was horrendous getting the mortgage in the first place, she filled ot paperwork incorrectly and we could have lost our house as a result of that, so we were particularly happy with the service anyway but just resigned ourselves to knowing better in the future. And now this I'm really annoyed. I don't know if I have a leg to stand on at all with the actual company.

Are you sure the fee she waived and the fee you were charged were the same thing. You say its a large amount, i doubt she could just waive it for an acquaintance

The amount that she said she would waver is the same amount as what has come out of our account, we paid the first payment there and then in the appointment then she said the second one upon completion she would waver. I wasn't told anything more about the second payment so just assumed she had wavered it as she suggested she had.

It's 250 quid. Probably not lot to some be it's a big dent to us 😅 if she can't give discounts that's fine but why did she offer? She's not new to the job so she would know, and if that's the case I wish she would just tell me she made a mistake and she sorry she can't do anything about it,

So have you got a KFI or a product confirmation letter?

The FCA rules state you must be issued with both and both will advise all fees.

How did they take money from m your account if they don't have a signed mandate? Did you sign one? If so why?

Or are you saying they kept card details from first payment and are reusing them?

I work for a bank. Check your mortgage offer. If her fee isn’t confirmed in the offer kfi. I don’t think she can charge it.

Was it a mortgage brokerage or in a bank? As above the fees should be detailed in the KFI and most places will ask you to sign something which will also have the details, could be called initial disclosure/terms of business or something that gave your authority to obtain the mortgage.
You’d be best to call the office and ask for whoever deals with their complaints and ask them to raise a complaint on your behalf. If they don’t have your authority they can’t take the payment, in which case they’ll have to refund, if they don’t you have the right to refer to the Financial Ombudsman when they’ve finished the complaints process

I will have to have a look through my paperwork, I signed about a million different things so I don't know I will have to look. I hve her my card details in the meeting to male the initial payment and she had my bank details to set up the mortgage so I assume she put them in for the second payment as well. I absolutely did not give permission for them to be used recently and received nothing through the post which I would assume if I was due to pay something not for it just to be taken with no warning

You need your original illustration/KFI and compare that to the offer/KFI

I would send her one last message, along the lines of, "realise you must be very busy/away so will contact office directly to get fee reimbursed" and then contact them

I agree. I'm sure she'll suddenly find time to respond to you then.

Is there anything in writing that explicitly says this amount will be debited on X date or after X period of time? If not, she/the bank doesn't have a leg to stand on.