Who? Unveils Top-Rated Mortgage Lenders As Pandemic Hits Customer Service

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First Direct, Nationwide and Coventry Building Society have been ranked among the UK’s top mortgage lenders, according to new research from Which?

Who? surveyed over 3,600 mortgage creditors.

First Direct achieved excellent customer scores and was also highly rated for being transparent about its fees and keeping customers informed. noted.

Likewise, Nationwide and Coventry Building Society were also highly rated in the customer survey as well as in Which? analysis of the lenders with the cheapest deals, which means that both were also named Which? recommended suppliers.

On the other end of the spectrum, Chelsea Building Society was placed at the bottom by Which? in this year’s table, while specialty lender Kensington was second from the bottom.

The survey found that more than half of mortgage customers who tried to contact their lender during the coronavirus pandemic struggled to go through.

Some 56% of borrowers who contacted or attempted to contact their lender reported having a problem, including long phone lines and lenders not responding to messages left by phone or email.

More than a fifth (22%) of those surveyed said they had contacted or attempted to contact their lender since the start of the pandemic and six in 10 (61%) of those asked for payment leave.

While some customers have struggled to reach their supplier, which one? stated that it has granted some lenders “Recommended Provider” status due to the high rating of these companies in its research on customer satisfaction and in its analysis of the best mortgage deals.

Who? Editor-in-Chief Jenny Ross said, “Choosing a mortgage is one of the most important financial decisions people ever make, and our analysis helps those who want to know which lenders combine the best service with the cheapest rates. .

“Good customer service and communication have proven to be particularly vital since the onset of the pandemic, so potential buyers and re-mortgages should consider them two of the most important aspects of choosing a mortgage, as well as getting a good deal. “

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