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The mortgage market has been volatile over the past couple of years, with high rates posing a challenge for millions of homeowners.
Whether you're taking out a new mortgage or are remortgaging at the end of a fixed term, it's important to know your new lender will offer great customer service and support should you need it.
We're here to help. We've surveyed thousands of mortgage holders to find out how satisfied they are with their provider. We asked them to rate their lender on a range of measures, from the application process to the ease of managing their mortgage online and overall customer service.
We also want to ensure our Which? Recommended Providers (WRPs) offer competitive rates to borrowers. Our experts analysed thousands of mortgages over a month-long period to assess which providers consistently offered attractive deals.
All in all, we analysed 21 banks and building societies, before awarding three WRP status.
Please note that the information in this article is for information purposes only and does not constitute advice. Please refer to the particular terms and conditions of a provider before committing to any financial products.
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Nationwide Building Society, Skipton Building Society and First Direct are our WRPs for this year. Here's why:
Customers gave the UK's largest building society and second-largest mortgage provider four stars out of five for transparency of charges and overall customer service. Nationwide also scored four stars for keeping customers informed, clarity and flexibility of statements, and online access.
Nationwide scored three stars for flexibility of payments and value for money (which incorporates rates and additional fees).
Nationwide's mortgages are available directly and via mortgage brokers.
Skipton Building Society received four stars for transparency of charges and overall customer service. Like Nationwide, it scored three stars for flexibility of payments and value for money.
Skipton is the only WRP not to be one of the top 10 largest providers in the UK. It was the 11th largest provider in 2023, according to UK Finance.
You can apply for a Skipton mortgage directly via the building society or via a broker.
First Direct scored four stars in our survey for overall customer service and online access. Like all of our WRPs, it received a mixture of three and four stars on other measures.
Mortgages from First Direct are only available directly through the bank, meaning you won't be able to access them via a mortgage broker.
RECOMMENDED PROVIDER Nationwide Building Society (404) | 78% | Direct and via brokers | ||||||||
RECOMMENDED PROVIDER Skipton Building Society (58) | 77% | Direct and via brokers | ||||||||
RECOMMENDED PROVIDER First Direct (70) | 75% | Direct | ||||||||
Leeds Building Society (60) | 72% | Direct and via brokers | ||||||||
TSB (86) | 72% | Direct and via brokers | ||||||||
Clydesdale Bank (44) | 71% | Via brokers | ||||||||
NatWest (358) | 71% | Direct and via brokers |
Table notes: Customer score is based on a combination of overall satisfaction and likelihood to recommend the provider. Average customer score is 70%. Star ratings are out of five. The results are based on an online survey of 3,556 members of the public conducted in August/September 2024 and are representative of the GB/UK population (aged 18+). Sample sizes in brackets. If two or more brands have the same score, they're ranked alphabetically. Providers must receive a minimum sample size of 40 for inclusion in the table. Interest rate star rating is based on analysis of 13 types of mortgages over a five week period in August-September 2024. Data for this analysis was collected weekly from Moneyfacts.
Although our WRPs are great all-rounders, the best mortgage lender for you will depend on your individual circumstances.
For example, some lenders are more willing to give mortgages to self-employed homebuyers, while others specialise in guarantor mortgages or solutions for people with credit issues.
It's worth taking the time to do some research on the different types of lenders and mortgages available, and consider taking advice from a mortgage broker if you're unsure. A good broker will also be able to take you through the application process from start to finish.
In order to be named a WRP, mortgage lenders must:
Three lenders earned customer scores below 60% in our survey, putting them at the bottom of our rankings.
Royal Bank of Scotland scored just two stars for value for money and overall customer service.
The specialist lenders Family Building Society and Kensington also achieved poor overall customer scores of 57% and 44% respectively. Family Building Society scored two stars on almost all of our criteria, while Kensington achieved just one star for value for money.
According to data from UK Finance, the largest mortgage lenders in 2023 were as follows:
Choosing a big lender can have some advantages. For example, they often have a more extensive range of products and may offer in-branch services.
However, you don't need to go with one of the big players just because you recognise the name, or you're already a customer. Smaller lenders, including building societies, may offer tailored products that better suit your circumstances.
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