Mortgages Customer Satisfaction Winner
Nationwide
Nationwide has bagged the top spot in our mortgage category for another year running. As the UK’s largest building society and second-biggest mortgage lender, it provides a broad selection of mortgages and is consistently rated highly for its level of customer service.
It scored 4.9 out of 5 in our 2024 customer satisfaction survey and polled an impressive “would recommend” score of 98%.
Mortgages Customer Satisfaction Highly Commended
Santander
Hot on the heels of Nationwide, Santander scored an impressive 4.8 out of 5 in our customer satisfaction awards, with 95% of people we surveyed saying they would recommend the brand to a friend. Santander mostly offers fixed rate mortgages, and it often ranks highly in best-rates tables.
Best mortgage providers for customer satisfaction in 2024
| Brand | Logo | Overall satisfaction | Customers who’d recommend | Review | Link |
|---|---|---|---|---|---|
| Nationwide |  | ★★★★★ | 98% | As the UK’s second-largest mortgage provider, the building society offers a wide number of products, mainly with fixed rates. Founded in 1846 as a mutual financial institution, Nationwide is run for the benefit of its members and, in this year’s customer satisfaction awards, bagged a score of 4.9 out of 5 for overall satisfaction. | Read our review |
| Santander |  | ★★★★★ | 95% | Santander is known for it’s fixed-rate mortgages and good customer service, and often ranks well in best-rate tables. It scored a very impressive 4.8 out of 5 for overall satisfaction. | Read our review |
| Halifax |  | ★★★★★ | 95% | Halifax offers one of the largest number of mortgages from a single lender, particularly in the fixed-rate space. This year, customers scored the brand 4.7 out of 5 for overall satisfaction. | Read our review |
| Virgin Money |  | ★★★★★ | 91% | Virgin Money first began operating as a bank in 2010, developing its mortgage and saving products before its current account. Predominantly online-based, in 2019, the lender was the first in the UK to launch a 15-year fixed term mortgage. It scored 4.4 out of 5 for overall satisfaction. | Read our review |
| Barclays |  | ★★★★★ | 90% | Barclays has a varied range of products, including fixed rate, tracker, offset and green home mortgages. When it came to overall satisfaction, customer scored Barclays a 4.4 out of 5. | Read our review |
| The Co-Operative Bank |  | ★★★★★ | 91% | The Co-Operative Bank offers a range of products to suit first-time buyers, home movers and borrowers looking to re-mortgage to find a better deal. It scored 4.3 out of 5 for overall satisfaction. | Read our review |
| NatWest |  | ★★★★★ | 90% | NatWest is part of the Royal Bank of Scotland Group and has a range of mortgages available, including offset products. When it comes to customer satisfaction, NatWest scored a 4.3 out of 5. | Read our review |
| Lloyds Bank |  | ★★★★★ | 89% | Lloyds Bank offers an extensive number of mortgages, which are predominantly fixed term deals lasting 2, 5 or 10 years. It currently lends on loan-to-value (LTV) ratios of up to 95% through the government’s mortgage guarantee scheme. It scored 4.1 out of 5 for overall satisfaction. | Read our review |
| HSBC |  | ★★★★★ | 88% | The UK’s biggest bank is not one of the UK’s biggest mortgage lenders, with fewer specialist products in its range. ButHSBC does offer fixed term mortgages at rates that are consistently among the most competitive. For overall satisfaction, it scored 4 out of 5. | Read our review |
| Royal Bank of Scotland |  | ★★★★★ | 88% | The Royal Bank of Scotland is part of the same banking group as NatWest. It has a decent number of mortgage products available, which are mainly fixed terms products, although it doesn’t often have the most competitive rates. It scored 4 out of 5 for overall satisfaction. | Read our review |
Customer satisfaction scores methodology
We asked streaming account holders to score their satisfaction with the service they had received from their primary platform, and also whether they would recommend the service to a friend. Our independent survey of 750 mortgage holders was carried out in December 2023 – full details of our methodology here.
We have shown both results for the brands listed in the table above, and used these ratings to decide the winners of our awards (where there was a draw on the star ratings score, we used the “would recommend” percentage as a tie-breaker).
Mortgage scores
★★★★★ — Excellent
★★★★★ — Good
★★★★★ — Average
★★★★★ — Subpar
★★★★★ — Poor
The customer satisfaction score is based on a survey of 750 mortgage holders, carried out in December 2023.
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