Colin Barrett - Director of Mortgage Proposition
We’re always looking for ways we can improve our service to you which is why we treat the feedback we receive so seriously. It’s a philosophy that has helped us grow into one of the UK’s leading specialist lenders since our launch in 2010.
To help us gauge how we’re doing, we commission BDRC to carry out a twice-yearly Mortgage Intermediary Experience Monitor survey. BDRC asks 150 of you who have completed a buy to let or residential mortgage application with us in the last three months about your service experiences, both with us and with other lenders.
We were delighted to find out that you ranked us joint first when asked about the decision in principle stage (speed of DIP, ease of DIP and confidence in DIP) and second when it came to lender selection (ease of selection and ease of sourcing).
Both of these results are a noticeable improvement on where we were when the last survey was conducted six months ago. We believe these findings are reflective of the changes to our process we’ve made recently; we hope you’ve found it easier to do business with us as a result. There are more changes to come which we believe will make things even better.
On the flip side, you only ranked us third at the application to offer stage (ease of application, ease of offer and satisfaction with speed to offer) and third again at completion (ease of completing, speed of completing and response to issues).
What these findings show is that we’re doing well at the start of the application, but we can make improvements at the other end of the process. We’re going in the right direction, but we know we’ve still got some way to go before we get to where we want to be.
I wanted to thank everyone who’s taken the time to provide us with feedback, whether you took part in the survey or have just taken it on yourself to share your experiences with us. It can sometimes make for uncomfortable reading, but we don’t shy away from the hard facts.
It’s only by learning from feedback and improving our service based on what you’re telling us will we be able to reach our goal of being the number one service provider on the market. By helping us to help you, it means we can work together to get the best outcome for your customer.