FTAdviser.com

Advertising

Pete Gettins, product manager of Bath-based IFA London & Country Mortgages, said his firm was a fan of Scarborough Building Society. He said both the product range and service levels were great but it could freshen up its online system.

Mr Gettins said: "We are quite big fans of the Scarborough. The service has always been great in our experience. We have a very good relationship with them and I have always found it very constructive.

"Inevitably every lender goes through periods when it gets a bit stretched and take on a bit too much business. However, on the occasions when this has happened to the Scarborough it has been really good in terms of keeping in touch and sorting things out quickly, which is always great.

"It is quite innovative and has consistently has nice features such as offering free legals on all remortgages and they offer other fee-free products to accompany the standard range.

"Their online system is not the most sophisticated. It has a key facts illustration request function, which is fine. It would be nice if you could actually get a KFI. There is an agreement in principle submission, which goes through and you need to wait for a response. I guess it would be nice if it had a proper all-singing, all-dancing online application process.

"Our experience with Scarborough is the relationship is a great one, the products inevitably come and go, but generally it is pretty consistent."

Lender says...

Simon Evans, group relationship manager of Scarborough Building Society, said: "I am really pleased these comments echo our business commitment to excellent customer service.

"As the adviser says, we are an innovative lender and have a track record of strong and original products. We work hard to build open and honest working relationships with intermediaries, listening to our broker partners and finding out what they and their customers want and need from us. Although we do not currently have a full online process, we look to provide a KFI or AIP response the same day, subject to when we receive the request.

"Our processes allow us to offer a personalised service such as direct access to experienced underwriters and we have an exceptional team who ensure that our customer service is always five-star quality."

FACT

Scarborough Building Society was established in 1846.

Kensington

Barry Gulliver, financial services director of Essex-based Grove and Dean, said he liked to use Kensington because despite the current climate it still offered a service that was second to none and that set them apart from other lenders whose services had become "abysmal".

Mr Gulliver said: "We have used Kensington for several years now and it has retained its quality service. It is very efficient.

"We have done some business online and there have been no problems. Once the case is in the turnaround is good and the staff are helpful.

"As for the product range, obviously in this market it has had its wings clipped a bit because they cannot offer the product range it once did. It is shocking other lenders have not adopted a similar attitude to Kensington and now the services from the majority of lenders has become absolutely abysmal."

Lender says...

Alex Hammond, PR manager of Kensington, said: "The current environment poses a number of challenges for lenders and intermediaries alike and while Kensington cannot change external market conditions we have reacted to them quickly and decisively with the launch of our monthly tranches of funds. We are really pleased with how well this initiative has been received by all of our intermediaries.

"This system would not be successful unless it was aligned to a commitment of providing efficient and friendly service. It is testament to the professionalism and passion of our staff that we remain focused on quality and continually strive to improve the service we offer even through these tough times."

FACT

Kensington's parent company is Investec Private Bank.