Revealed: Britain's best and worst mortgage lenders

Asia's Tech News Daily

© Provided by This Is Money MailOnline logo

The best and worst mortgage lenders in Britain have been revealed in a poll voted on by their customers.

Consumer website Which? 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.

© Provided by This Is Money (

First Direct took the top spot this year, receiving a score of 81 per cent.

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

Nationwide Building Society came in second place with an overall customer score of 77 per cent, achieving five-star ratings for value for money and for the clarity of its mortgage statements.

Both were named ‘Which? Recommended Providers’ – the only two lenders to achieve this – with Nationwide getting the stamp of approval for the eighth year in a row.

Coventry Building Society’s customers gave it a top approval rating of 81 per cent, jointly with First Direct – but it lost its Which? 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 per cent, but as a smaller lender this was based on only 41 customers.

© Provided by This Is Money (

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

RBS received three stars for its general customer service, flexibility of payments and online access, among other criteria.

RBS is part of Lloyds Banking Group, which is the UK’s largest lender providing nearly 20 per cent of all UK mortgages under the Lloyds, RBS and Halifax brands.

Asked for its response to the news, an RBS spokesperson told This is Money: ‘We can do more to improve the experience for customers in certain aspects of our service.

‘We’re investing in dedicated teams focussed on making targeted improvements for customers in order to address the areas where our service falls short of expectations.’

BRITAIN’S BEST AND WORST MORTGAGE LENDERS: RANKED

 

Lender name  Customer satisfaction rating  (%) Stars out of 5 for customer service 
Coventry BS 81
First Direct   81 
Skipton BS  79  (not enough data) 
Nationwide  77 
NatWest  73 
Leeds BS  73 
Barclays  72 
HSBC  71 
Lloyds  71 
Santander  71 
TSB  71 
Co-operative  71 
Halifax  70 
Virgin Money  70 
Accord  66 
Royal Bank of Scotland  64 

Source: Which?

Names in bold are ‘recommended’ providers 

Halifax was also among the poorer performers, with a score of 70 per cent making it the fourth worst-rated.

The bottom three was completed by Virgin Money and Accord Mortgages, which is part of Yorkshire Building Society.

Making up the middle of the table were NatWest and Leeds BS, which received the overall average rating of all lenders at 73 per cent.

Barclays came next with 72 per cent, followed by HSBC, Lloyds, Santander, TSB and the Co-operative which all scored 71 per cent.

Some lenders are missing from the table because the survey did not take in enough of their customers to make the numbers meaningful. 

For example, Family BS, Atom Bank, Kensington and Chelsea BS all scored sub-60 per cent approval ratings last year, but did not figure in this year’s results. 

Principality BS topped last year’s customer service rankings, though was not Which? recommended. 

Lenders were scored on various factors including keeping customers informed, clarity of mortgage statements, transparency of charges or penalties, dealing with queries and complaints, flexibility of payments, online access and value for money.

With interest rate rises on the cards for the end of the year, monthly payments are set to increase for most borrowers when their fixed terms come to an end and they remortgage or go on to their lender’s standard variable rate.

It is therefore more important than ever that borrowers choose the right mortgage deal and lender.

How do I pick a mortgage lender?  

Those seeking a new mortgage deal are usually motivated by the cost, rather than the lender that they are borrowing from.

However, there are several factors to think about when deciding which lender to choose.

As the Which? survey shows, the levels of customer service provided can vary – so looking at surveys like this one, as well as online reviews and seeking recommendations from people you know can be helpful.  

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

It can often be easier for borrowers to get a mortgage with a smaller building society rather than a big-name bank, because of differences in the way they assess borrowers’ financial circumstances.

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

It might also be worth working out whether a lender has a branch in your area, if being able to make appointments in person is important to you.

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

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

When asked why they chose a lender, around one in five of respondents said the size of monthly repayments was important, while the same number said the overall cost of the deal was key.

You can compare mortgage deals using the This is Money mortgage service, and work out what your monthly, annual and overall costs would be using our mortgage calculator.

© Provided by This Is Money (

One in six of respondents said an existing relationship with the lender (for example, having a bank account with the provider) was a key factor.

Seven in 10 of survey respondents had a capital remortgage payment plan. However one fifth had interest-only mortgages.

While the majority of respondents with interest-only mortgages had a plan for repayment at the end of the term, worryingly 9 per cent said they did not know how they would repay their loan – meaning they could be forced to sell their home at the end of the term to repay the balance.

Which? surveyed more than 3,500 people with mortgages in July 2021, and analysed the cost of different mortgages between July and August 2021, to come up with the rankings.

Internet Explorer Channel Network
Asia's Tech News Daily
News Related

OTHER NEWS

NPHET members to seek permission to speak to media as Varadkar ‘very critical' of team

© Provided by Extra.ie A ‘very tense’ meeting between the government and NPHET took place the afternoon before the Taoiseach announced more COVID restrictions. A meeting was hastily arranged between ... Read more »

My son, 11, had to go to school without showering for 4 DAYS when running water stopped at our housing association flat

A SINGLE mum has shared how she was forced to send her son to school without a shower for four days after running water stopped at their flat. Loyla Akthar, ... Read more »

Cherry Pie Picache's son supports mom's relationship with Edu Manzano

© Provided by PEP.ph Suportado ni Antonio ‘Nio’ Tria, anak ni Cherry Pie Picache, ang bagong relasyon ng ina sa batikang aktor na si Edu Manzano. Rebelasyon niya, “Actually, hindi ... Read more »

Angry and aggressive attitude led to big third quarter for Christian Wood

As the Houston Rockets headed into the locker room at halftime, there was a multitude of factors that led to the dejected looks on the faces of the players. © ... Read more »

Lakers Star LeBron James Calls Out NBA's Testing Process

© Provided by The Spun lebron james looks onto the court during an nba game LeBron James missed the Lakers‘ game against the Kings on Tuesday due to the NBA’s ... Read more »

Hornets to be without LaMelo Ball, Terry Rozier, others against Sixers

As the Philadelphia 76ers move forward with their road trip following a comeback win over the Atlanta Hawks on Friday, they will be catching a bit of a break when ... Read more »

Warriors vs. Spurs: Lineups, injury reports and broadcast info for Saturday

Fresh off an impressive win over the Phoenix Suns on Friday, the Warriors will play the second half of a home back-to-back on Saturday against the Spurs. If you’re wondering ... Read more »

I'm A Celebrity's Frankie Bridge reveals real reason she played hard to get with Wayne

FRANKIE Bridge played hard to get with partner Wayne because she assumed the fact he was a footballer meant he was “bad news”. But the I’m A Celeb star said ... Read more »

Is it possible to have a climate-friendly Christmas?

Christmas generates incredible waste. But does it have to? (Getty) Sustainability is influencing more and more of Britain’s consumer and lifestyle habits as more of us grow aware of the ... Read more »

Anti-lockdown protesters march through Dutch city of Utrecht

1 / 7Virus Outbreak NetherlandsThousands of demonstrators march in Utrecht, Netherlands, Saturday, Dec. 4, 2021, to protest against COVID-19 restrictions and the lockdown. (AP Photo/Peter Dejong) UTRECHT, Netherlands (AP) — ... Read more »

Met Police considers complaints from Labour MPs that Boris Johnson and Downing Street staff held Christmas parties that broke Covid laws

Met Police to consider complaints about Boris Johnson's 2020 Christmas partiesPM and No10 staff accused of breaking Covid rules by hosting festive gatheringsMillions of families were separated amid rising case numbers last Christmas Labour MPs Neil Coyle and Barry Gardiner write to Scotland Yard in bid for probeBoris Johnson did not deny parties took place but said Covid rules were followed  Read more »

Meet Ami, the tiny 28mph cube on wheels that affluent French 14-year-olds can drive

Citroen’s ‘urban mobility object’€is classed as a light quadricycle and can be driven without a full licence France’s golden youth is in the throes of a craze for les voiturettes ... Read more »

Man who shot dead 10 people at King Soopers supermarket in Colorado is found incompetent to stand trial

A judge ruled Ahmad Al Aliwi Alissa, 22, is mentally incompetent to stand trial for killing 10 people in March at the King Soopers supermarket, in Boulder The ruling came after four doctors agreed that Alissa was not mentally competent to be in court and that his condition had worsened while in prisonAlissa was ordered to be treated at a mental hospital to see if he could recoverHe is due back in court on March 15 2021, nearly a year after the deadly shooting, to be re-evaluated to see if he could face trial 'He's incompetent to stand trial, but on the day he did all of this he was pretty dang competent,' a family member of one of the victims said  Read more »

'We had plans for a life together': Heartbroken girlfriend of Columbia student knifed to death by gang member during Manhattan stabbing spree mourns the loss of her 'kind and loving' boyfriend

Ana Gonzalez spoke Friday, shortly before 25-year-old Vincent Pickney was escorted into NPYD Central Booking on Friday night and charged with murder Gonzalez said that she was in a relationship with 30-year-old Giri that was going places 'We had a long story, and we had plans for a life together soon after the end of his PhD in the beginning of next year,' she said The university held a memorial service Friday night for Giri that was attended by over 2,000 peopleGonzales was was reticent to speak to reporters, still speaking in the present tense about Giri, saying 'we are together'  Read more »

Proses vaksinasi ‘bercelaru', Ahli Parlimen DAP kecam GPS adakan pilihan raya

© Provided by Free Malaysia Today Penerima vaksin dos penggalak dilihat bersesak di sebuah pusat beli belah di Kuching, hari ini. (Gambar Facebook Kelvin Yii) PETALING JAYA: Seorang Ahli Parlimen ... Read more »

LaMelo Ball enters NBA's COVID-19 protocols; How many games will Hornets star miss?

LaMelo Ball’s sophomore campaign is going to come to a brief halt. © Provided by Sporting News The Hornets announced on Dec. 4 that Ball, Terry Rozier, Jalen McDaniels and Mason Plumlee have entered ... Read more »

Vargas Llosa unterstützt Rechtskandidaten Kast bei Wahl in Chile

© Keystone/ZUMA Press Wire/Matias Basualdo Der peruanische Literatur-Nobelpreisträger Mario Vargas Llosa hat vor der zweiten Runde der Präsidentenwahl in Chile seine Unterstützung für den ultrarechten Kandidaten Antonio Kast zum Ausdruck ... Read more »

Schütze-Saison: Dieses Sternzeichen hat eine Geld-Glückssträhne

© ISTOCKPHOTO Mit dem Geld läuft es gerade sehr gut Bei diesem Sternzeichen läuft es während der Schütze-Saison vom 23. November bis zum 21. Dezember finanziell gesehen mehr als gut! ... Read more »

‘Chinese agents tried to kill me with two poisoned fried eggs after I tried to expose truth about Covid,' says scientist

A CHINESE virologist living in hiding in the US has claimed Chinese agents tried poison her after she exposed the “truth” about the origins of Covid. In an exclusive interview ... Read more »

Luka Modric and Cristiano Ronaldo in agreement over best young player in the world

Luka Modric and Cristiano Ronaldo both voted for Manchester United ‘s Mason Greenwood to be crowned the world’s best young player and win the 2021 Kopa Trophy. The pair, formerly ... Read more »

18 people who flew from South Africa to the Netherlands had Omicron variant

More than 600 passengers traveling on the flights from Johannesburg and Cape Town were tested for COVID-19. WHO Dutch health authorities confirmed Saturday that 18 passengers who arrived in the ... Read more »

Professor ‘vilified' over accusations of transphobic views quits Open University

Prof Jo Phoenix will move to the University of Reading to teach law and criminology – Geoff Pugh for The Telegraph A respected professor of criminology has quit the Open ... Read more »

Ex claims Ethan Crumbley's father is a deadbeat, calls mother a ‘monster'

Michelle Cobb hopes the Ethan Crumbley’s parents get “the maximum” after their son shot up a school. Getty Images Ethan Crumbley’s father spoiled him rotten — but was a deadbeat ... Read more »

London has among lowest rates of booster jabs in England

A person receives a dose of the Pfizer coronavirus disease (COVID-19) vaccine at a vaccination site at the Westfield shopping centre in London. (REUTERS) Covid-19 vaccine rates in London remain ... Read more »

Sophie Raworth named interim host of BBC's Andrew Marr Show

Raworth has been one of the main presenters of the BBC News At Six and Ten since 2003 (Getty Images) Sophie Raworth has been announced as the interim presenter of ... Read more »

Everton fans plan mass walkout protest against Arsenal in angry gesture to board

Everton fans are planning a mass walkout in their Premier League fixture with Arsenal on Monday night to protest against the club’s board. The Toffees are without a win in ... Read more »

Dawson Devoy among 11 players to re-sign with Bohemians for 2022

© Ben Brady INPHO Dawson Devoy has re-signed for Bohemians. DAWSON DEVOY IS among 11 players to have re-signed for Bohemians for 2022, the Dublin club have confirmed. Devoy, who ... Read more »

Football fans unite and pay respect to murdered Arthur in sixth-minute tribute

Football fans across the country have paid tribute to a six-year-old boy who was killed by his own family. Arthur Labinjo-Hughes died in June 2020 after being tortured by his ... Read more »

Comelec: Over 100 party-list groups denied registration for Eleksyon 2022

Comelec logo Comelec thumbnail The Commission on Elections (Comelec) has denied the applications of over 100 party-list groups that had sought to participate in the May 2022 polls. The poll ... Read more »

Preparations for Khelo India Youth Games to be completed by 31 Dec: Khattar

© Provided by The Statesman Preparations for Khelo India Youth Games to be completed by 31 Dec: Khattar Haryana Chief Minister, Manohar Lal Khattar, on Saturday, said all preparations would ... Read more »

Omicron variant may spread more easily than other Covid versions because it contains piece of common cold virus and could be more infectious among young after rise in cases in South African under-nines, scientists say

Study hows Omicron contains a genetic sequence common in other viruses that cause the common cold Omicron might be making itself look 'more human,' which would help it evade attack by the immune system South African officials are concerned about higher hospital admissions in children during the fourth wave  Read more »

LIVE: Watford vs Manchester City - Pep Guardiola's champions look to return to the top of the Premier League table with win at Claudio Ranieri's struggling side

Watford host Manchester City in the final Premier League fixture on Saturday City have never lost to Watford in the Premier League - winning 12, drawing twoIn fact, the Premier League champions are unbeaten in 18 against the Hornets Latest Premier League news, including live action and resultsPremier League table - as it stands Read more »

Amarinder Singh takes on Congress for 'personal attacks' over frienship with Aroosa Alam; rakes up Sidhu-Azhar tiff of 1996

© Provided by Firstpost Amarinder Singh takes on Congress for ‘personal attacks’ over frienship with Aroosa Alam; rakes up Sidhu-Azhar tiff of 1996 In an exclusive interview to News18, former ... Read more »

Fed-up paramedic posts shocking video footage of 22 ambulances stuck in a queue outside hospital for SIX hours as NHS trust apologises saying it has been under 'sustained pressure' for several months

A student paramedic said they were stuck for hours outside Torbay HospitalThey posted shocking footage of a 22-vehicle queue outside A&E onlineThe poster added that they had 'lost faith' that the NHS in Devon could be fixedThe NHS Trust which runs the hospital apologised for the long delays  Read more »

AC Milan 2-0 Salernitana: Rossoneri go temporarily top of Serie A following routine win ahead of Liverpool's visit in the Champions League on Tuesday

AC Milan go top of the table with win over Salernitanascored as Rossoneri overtook Napoli at the top of Serie ANapoli can regain lead if they beat Atalanta later on Saturday  Read more »

Himachal Pradesh becomes first state to fully vaccinate its target population, says Govt

© Provided by Zee News Shimla: Himachal Pradesh has become the first state to fully vaccinate 100 per cent of its adult population against COVID-19, an official spokesperson claimed here ... Read more »

Here's how you can stay safe from the omicron variant during the holidays

With new omicron cases detected in at least 11 states in the U.S, many people are asking how they can safely travel this holiday season when they go to visit ... Read more »

India's COVID vaccination coverage crosses 127 crores after another 'one crore' day

© Provided by Zee News New Delhi: India`s cumulative COVID-19 vaccination coverage has crossed 127 crore doses on Saturday, informed the Union Ministry of Health and Family Welfare. This comes ... Read more »

Climate crisis: Is the UK doing enough to meet its net-zero promises?

The UK’s pledge to slash carbon emissions by 78 per cent over the next 14 years will not be delivered unless more ambition action is taken, official climate advisers have ... Read more »

Tampa police arrest 16-year-old in shooting death of 13-year-old

TAMPA — A 16-year-old faces a charge of first-degree murder in last month’s shooting death of a 13-year-old boy, according to Tampa police. Ja’Marion Strange was arrested Friday night in ... Read more »
On free-english-test.com you will find lots of free English exam practice materials to help you improve your English skills: grammar, listening, reading, writing, ielts, toeic