Halifax and Northern Rock bottom for mortgagesNew Which? research shows smaller lenders are best

26 August 2011

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Halifax was one of the worst for mortgage satisfaction

Halifax and Northern Rock are bottom of the table once again in the latest Which? mortgage customer satisfaction survey. They scored 41% and 40% respectively.

First Direct remains top with 87% but the gap has narrowed between the top two mortgage lenders. Last time, there was 10% between First Direct and the second best lender, the Co-operative Bank, but now only 5% separates them.

Visit our full table of mortgage lender ratings to see how others performed.

Which? recommended mortgage lenders

Although the Co-operative Bank did well in our customer satisfaction survey with 82%, it is not a Which? Recommended Provider for mortgages, as it has not had at least eight of the 10 cheapest deals for either moving home or switching mortgage in our 26 scenarios over the past month.

First Direct is a Which? Recommended Provider along with Yorkshire Building Society, HSBC and Nationwide Building Society, which all met our criteria in both the moving home and switching mortgage categories.

Yorkshire BS had the most top-10 deals for both moving and switching - 79 and 65 respectively over the last four weeks. HSBC was next for both with 26 and 23 respectively.

Which? mortgage expert Cathy Neal said: 'Once again our survey results show that the smaller mortgage brands tend to offer the best all-round customer experience, while most of the big players fail to deliver a top-notch service.'

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