Mortgage Lender Benchmark H2 2025: The results

Overall satisfaction with mortgage lenders has increased by 0.03-points to 4.25 out of 5 – its highest level since 2020. The Net Promoter Score (NPS) is +41.3, up 0.4-points from H1 2025.

Meanwhile our Broker Experience Index, introduced in H1 and based on multiple satisfaction and service measures, is now 71.0 – up 0.4-points from the last report.

The results form part of our twice-yearly Mortgage Lender Benchmark, which analyses the state of the mortgage industry according to brokers’ views. The latest edition comprises feedback from 1,040 brokers at 537 firms, who gave their opinions on 120 lenders, representing 98% of UK gross mortgage lending.

Key findings from our Mortgage Lender Benchmark H1 2025

• Overall satisfaction with mortgage lenders has increased by 0.03-points to 4.25 out of 5
• Net Promoter Score (NPS) is up 0.4-points from H1 2025 to +41.3
• Mainstream lenders are the top-rated sector for the first time, with a Broker Experience Index of 72.4.
• Buy to Let specialists and building societies follow closely at 72.1 and 71.2 respectively
• Specialist lenders were the lowest rated, with a Broker Experience Index of 64.1

Top broker rated lenders for H2 2025:

• Top overall lender: Halifax
• Top mainstream lender: Halifax
• Top building society: Coventry Building Society
• Top specialist lender: Pepper Money
• Top Buy to Let specialist: BM Solutions
• Top later life lender: Pure Retirement
• Top bridging / commercial lender: Allica Bank
• Top digital-first lender: Atom Bank

Commenting on the findings, 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.”

Download a summary of the report now

To download a summary copy of the report or to purchase your full copy, head to our dedicated Mortgage Lender Benchmark H2 2025 page.

About the Mortgage Lender Benchmark

The Mortgage Lender Benchmark is a bi-annual report released by Smart Money People in June and December each year.

The H2 2025 version is the fifteenth edition of the report, which started in H2 2018.

Mortgage brokers were asked to leave feedback on the last five lenders they’ve attempted to place a case with recently, as well as other providers they use within their mortgage business, and their comments on the mortgage market in general.

We captured data on 120 lenders was captured as part of the study and 64 lenders feature in the in-depth analysis

Smart Money People analyses the comments that brokers provide when asked what they like or what could be improved for each lender. These are mapped across 20 themes to give a rich insight into how each lender is performing.