Mortgage lender reviews: Compare mortgage lenders

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Getting the cheapest mortgage deal is probably your first priority, but customer service is important too. The results of our latest mortgage satisfaction survey and our Which? Recommended Providers can help you pick a lender that will provide you with a great deal and great service. 

Although our Which? Recommended Providers were ranked highly by real customers, the best lender for you will depend on your circumstances. For one-to-one advice from an impartial expert, call Which? Mortgage Advisers on 0808 252 7987.

Alternatively, to compare products yourself based on customer service as well as costs, check out the Which? Money Compare mortgage comparison tables.

Best and worst mortgage lenders

In April 2016 we surveyed 4,959 members of the general public about their mortgage and how satisfied they are with the service offered by their lender. Here's what we found:

Best and worst lenders
ProviderClarity of statementsHow well provider deals with queries and complaintsAbility to overpay/underpay or take payment holidaysTransparency of chargesValueCustomer score
Nationwide BS4 stars3 stars4 stars4 stars4 stars74%
Coventry BS4 stars3 stars4 stars4 stars4 stars72%
Yorkshire Bank4 stars3 stars4 stars4 stars4 stars72%
Yorkshire BS3 stars3 stars4 stars4 stars4 stars72%
First Direct3 stars3 stars4 stars4 stars4 stars70%
Britannia BSa4 stars3 stars3 stars3 stars4 stars68%
HSBC3 stars3 stars3 stars3 stars4 stars66%
Bank of Ireland (inc Bristol & West)b3 stars3 stars3 stars4 stars3 stars65%
Leeds BS3 stars3 stars3 stars3 stars3 stars65%
Lloyds Bank3 stars3 stars3 stars3 stars3 stars63%
Skipton BS3 stars3 stars3 stars3 stars3 stars63%
Barclays/Woolwich3 stars3 stars3 stars3 stars3 stars62%
Halifax2 stars2 stars3 stars2 stars3 stars62%
Chelsea BS2 stars3 stars2 stars3 stars3 stars62%
NatWest3 stars3 stars2 stars3 stars3 stars61%
Cheltenham & Gloucester3 stars3 stars3 stars3 stars3 stars61%
Santander3 stars2 stars2 stars2 stars3 stars60%
The Co-operative3 stars3 stars4 stars3 stars3 stars60%
Virgin Money3 stars3 stars4 stars2 stars3 stars60%
Clydesdale2 stars2 stars2 stars2 stars3 stars59%
Royal Bank of Scotland3 stars2 stars2 stars2 stars3 stars57%
TSB3 stars2 stars3 stars3 stars4 stars57%
Birmingham & Midshires2 stars3 stars4 stars2 stars2 stars56%
GE Money2 stars2 stars1 stars2 stars2 stars45%
Northern Rock/NRAMb2 stars2 stars2 stars2 stars2 stars41%

Table Notes

n/a = sample size too small

Recommended Providers in red.

Average overall customer satisfaction score is 63%

a Britannia branded products are part of the Co-operative Bank's range of products.

b Lender does not offer mortgages to new customers


Star ratings out of five show Which? members' levels of satisfaction with the clarity of statements, efficiency at dealing with complaints and queries, facilities for letting you over/underpay/take payment holidays, transparency of charges or penalties, and value for money. Overall customer satisfaction scores are worked out using a combination of overall satisfaction and how likely customers are to recommend their lender to a friend. Sample sizes are shown below.

Sample sizes: Nationwide BS (558), Coventry BS (81), Yorkshire Bank (47), Yorkshire BS (84), First Direct (128), Britannia BS (56), HSBC (351), Bank of Ireland (57), Leeds BS (51), Skipton BS (57), Lloyds Bank (218), Barclays/Woolwich (461), Halifax (611), Chelsea BS (43), NatWest (362), Cheltenham & Gloucester (198), Virgin Money (75), Santander (502), Co-operative (78), Clydesdale (42), TSB (97), RBS (151), Birmingham & Midshires (75), GE Money (49), Northern Rock/NRAM (73) 

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Your home may be repossessed if you do not keep up repayments on your mortgage.

Which? Limited (registered in England and Wales number 00677665) is an Introducer Appointed Representative of Which? Financial Services Limited (registered in England and Wales number 07239342). Which? Financial Services Limited is authorised and regulated by the Financial Conduct Authority (FRN 527029). Which? Mortgage Advisers and Which? Money Compare are trading names of Which? Financial Services Limited. Registered office: 2 Marylebone Road, London NW1 4DF.