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Ruth Whitehead, principal of London-based IFA Ruth Whitehead Associates, said she was extremely impressed with BM Solutions' online system and the service she received from the broker support managers.

Ms Whitehead said: "It has got one of the best online decision in principal websites in the business. It promises a one minute response to a request for a decision in principal, during which point the applicant comes through a credit search. Most of the time it is actually a one minute response, which is great because you can do it with the client there and then and they know the decision straight away.

"Also the website is particularly user friendly as opposed to a lot of other lenders websites, which are terrible. I wish they all were as well designed as the BM Solutions one. The BM Solutions' website is one of the best out there, if not the best.

"BM Solutions has broker support managers who are very good and who help us get through the log jam if we cannot find someone to answer our questions.

"If something is going wrong we can go to our broker support managers as they are very helpful and prompt in helping us get the information we need."

Lender says...

Phil Rickards, head of sales at BM Solutions, said: "Getting feedback from advisers is one of the key ways lenders can seek to improve the service they provide, so it is fantastic to receive comments such as these.

"The website and One Minute Mortgage online application system are a core part of our service proposition. We understand sometimes for intermediaries, the smallest things can have the biggest impact on their day to day working lives.

"Alongside the investment that is dedicated to our systems – we do understand that striking the balance between technology and people is key in providing outstanding service. To this end, developing the skills of our people is incredibly important, so that they are able to provide support to advisers even in more challenging market conditions.

"Despite positive comments such as this, intermediaries can be sure that we will not be resting on our laurels."

FACT

BM Solutions is part of HBoS.

Accord Mortgages

Craig McFarlane, a mortgage adviser for Glasgow-based IFA Mortgage Advice Partnership, said although Accord was recognised as a specialist lender its product rates were very competitive and it was one of the few lenders that had not tightened its criteria.

Mr McFarlane said: "I found the online system was really easy to use, however it was working really slowly when I used it but that was because Accord only gave us one hour's notice they were pulling a particular product so the system was cluttered up with people trying to get their application through.

"I found the administration staff at Accord were fine and very pleasant to deal with and as for the speed of response on the offer it was quick and I imagine it would have been a lot quicker if it had not been for problems with the client at our end.

"In terms of criteria it is actually one of the few lenders that has barely tightened its criteria at all. I also found I was able to submit a borderline application that was pretty much fast tracked, which was great."

Lender says...

Iain Smith, sales director of Accord Mortgages, said: "I am delighted the adviser in question found our staff so pleasant and helpful to deal with. Our staff are extremely important to the success of Accord.

"They really do go the extra mile to deliver the high standards of service that has now become the norm at Accord and which has been recognised throughout the industry with numerous awards to boot.

"Our staff manage each adviser's business case by case taking ownership for any issues that crop up no matter how small or large and are responsible for seeking a suitable solution that is delivered as speedily as possible.

"Because of this case ownership structure it allows the adviser to form a relationship with our staff that enhances the advisers experience and builds a greater degree of trust that allows everyone to be a winner."

FACT

Accord Mortgages is part of the Yorkshire Building Society Group.