Revealed: Britain’s best and worst mortgage lenders, according to their customers Where does YOURS place in the rankings? 

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  • Who? has published its annual ranking of the UK’s leading mortgage lenders
  • This is based on customer opinions as well as offering the cheapest deals
  • The lowest ranked lender is part of the UK’s largest banking group
  • Building societies lost ‘recommended’ status for not offering deals cheap enough

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The best and worst mortgage lenders in the UK have been revealed in a poll by their clients.

Which consumer website? has published the results of its annual lender survey, where it asks mortgage holders to rate them on their customer service and value for money.


It also takes into account which providers offer the cheapest deals.

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Britain’s biggest mortgage lenders have been ranked from best to worst in a new report by

First Direct took the top spot this year, scoring 81 per cent.

Who? said that its customers awarded it five stars in all scoring categories, and that it ‘consistently offered some of the cheapest deals on the market’.

Nationwide Building Society came in second with an overall customer score of 77 percent, receiving a five-star rating for value for money and clarity of its mortgage details.

Both are named ‘Which one? The recommended provider – the only two lenders to have received it – is Nationwide getting its seal of approval for the eighth year in a row.

Coventry Building Society clients combined with First Direct gave it a top approval rating of 81 percent – ​​but which one did it lose? The recommendation crown, which it was given in 2020, because it did not offer enough market-leading mortgage deals.

Skipton Building Society also received a high rating of 79 percent, but as a smaller lender this was based on only 41 clients.

Which was the second highest ranked lender nationwide?  One of only two to receive 'recommended' status from mortgage survey, and consumer website

Which was the second highest ranked lender nationwide? One of only two to receive ‘recommended’ status from mortgage survey, and consumer website

Royal Bank of Scotland received the lowest score in this year’s survey, with an overall customer score of 64 percent.

RBS, which is part of the NatWest Group, received three stars for its general customer service, payment flexibility and online accessibility, among other criteria.

When asked for his reaction to the news, a spokesperson for RBS told The Money: ‘We can do more to improve the customer experience in certain aspects of our service.

‘We are investing in dedicated teams that are focused on making targeted improvements to customers to address areas where our service falls short of expectations.’

Britain’s best and worst mortgage lenders: Ranked
name of the lenderCustomer Satisfaction Rating (%)Out of 5 stars for customer service
Coventry BS815
first direct 815
Skipton BS79(Not enough data)
Leeds BS734
virgin money703
Royal Bank of Scotland643
Source: Which?
Names in bold are ‘recommended’ providers

Halifax was also among the poor performers, with a score of 70 percent making it the fourth-worst rated.

The bottom three were completed by Virgin Money and Accord Mortgage, which is part of the Yorkshire Building Society.

In the middle of the table were NatWest and Leeds BS, which received the overall average rating of all lenders at 73 percent.

Barclays came second with 72 percent, followed by HSBC, Lloyd’s, Santander, TSB and Cooperative with 71 percent.

Some lenders are missing from the table because the number of their customers in the survey was not enough to make them meaningful.

For example, Family BS, Atom Bank, Kensington and Chelsea BS all had approval ratings below 60 per cent last year, but were not included in this year’s results.

Princely BS topped last year’s customer service rankings, however which one was not? recommended.

Lenders were scored on a variety of factors including keeping customers informed, clarity of mortgage details, transparency of fees or penalties, handling of questions and complaints, flexibility of payments, online accessibility and value for money.

With interest rates on cards rising for the end of the year, monthly payments for most borrowers are set to increase when their fixed terms expire and they re-pledge their lender’s standard variable rate or go away.

That’s why it is more important than ever that borrowers choose the right mortgage deal and lender.

How do I Choose a Mortgage Lender?

Those seeking a new mortgage deal are usually driven by cost rather than the lender from which they are borrowing.

However, there are several factors that go into deciding which lender to choose.

as in what? As surveys show, the level of customer service provided can vary – so it can be helpful to look at surveys like these, as well as get online reviews and recommendations from people you know.

Some lenders may offer better deals to existing customers, for example, while others may be more suitable for people in certain circumstances such as being self-employed.

Because of differences in how borrowers are assessed financial circumstances, it may be easier for borrowers to obtain a mortgage with a small building society rather than a big-name bank.

However, large, household-name banks are often able to offer the cheapest rates, and they may have a wider range of products.

It may also be worth finding out if a lender has a branch in your area if being able to meet in person is important to you.

While nine out of 10 people said they were satisfied with their mortgage provider, a quarter said they had a problem.

The most common issues were poor customer service, lack of flexibility on payments, and poor interest rates.

When asked why they chose the lender, nearly one in five of the respondents said that the size of the monthly…


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