Broker satisfaction with mortgage lenders hits new level high

Smart Money People has released its latest Mortgage Lender Benchmark covering mortgage broker opinions on lenders for the second half of 2025. 

The bi-annual independent research study found that the overall satisfaction with mortgage lenders increased to 4.25 out of 5 – a new highest level since 2020.

The mainstream lender sector has the top-rated Broker Experience Index of 72.4, although buy-to-let specialist lenders and building societies follow closely at 72.1 and 71.2 respectively.

The overall Broker Experience Index – which combines multiple satisfaction and service metrics, such as speed, service, digital tools and support – is up 0.4 points to 71.0. 

This marks the fifteenth edition of the Mortgage Lender Benchmark, which analyses the state of the mortgage industry according to brokers’ views. 

Halifax was once again named the best mainstream lender by brokers, also repeating its win for best overall broker experience, while Coventry Building Society was named the best building society lender. 

Elsewhere, the best later life lender was Pure Retirement, with Pepper Money recognised as the top specialist lender – retaining its H1 2025 position. 

Others retaining their top spots are BM Solutions in buy-to-let specialist and Allica Bank as the top bridging/commercial lender. Atom Bank was also recognised as the best digital-first lender.

Jake Sandford, head of data and analytics at Smart Money People, commented: “With overall satisfaction across the industry remaining high, it’s encouraging that mainstream lenders, like Halifax are leading the way. With lenders in this group receiving a high proportion of business written by mortgage brokers, it’s clear that the experience they offer to brokers matters and is an area that they place huge importance in.

“In addition, it’s always encouraging to see lenders such as Allica Bank and Pepper Money retain their top spots, as providing a consistent service offering is important to brokers and helps these lenders differentiate themselves in such a competitive environment.”