FA Service Awards: Five-star Winners: Mortgages

Pink Home Loans

2012 was the fifth year in a row for Pink Home Loans as a five-star provider. Chief executive David Copland said the company continued to do the “simple things” well, adding that it looked after its staff, who subsequently looked after its clients.

He said: “We manage the touchpoints, the moments of truth when we communicate with the customer, whether it is over the phone in a flyer or advertisement, or by email. Communication is so important, whether it is good or bad or even when we don’t have any news – there are still people out there who are concerned about their mortgages and need reassuring.

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“We have demonstrated consistency over the years regarding service, and this is an award we covet.

“I’m hoping to see signs of recovery in the mortgage market over the next 12 months. We need higher loan-to-value products and more lenders who are willing to take more risks. Loosening of scorecards would be a good thing for the market, especially for young people.”

BM Solutions

BM Solutions has attributed its ninth year (out of ten) with a five-star accolade to its continued commitment to customer service and utilising the latest technology.

Phil Rickards, head of sales said the intermediary buy-to-let mortgage provider had seen a strong demand in the rental sector, leading to an increasingly competitive market.

He added: “Familiarity is an integral requirement for the brokers that we work with to provide an efficient service to their landlord clients. We have continued to stay ahead of the game by using broker feedback and innovation to improve our customer services proposition.

“With the current state of the market, speed and efficiency is integral. We have in place a call centre team who have a wealth of experience and are on hand to provide support and guidance to clients.

“While we have one of the best online application systems available in the market, we constantly gain feedback from our clients to ensure that the overall service proposition remains and our competitive suite of products and rates is straightforward and a simple proposition.

“We go out of our way to rectify any issues which occur, using innovative solutions as resolutions, most recently the launch of a BTL microsite, which supports our brokers to walk clients through all aspects of a BTL investment.”

The Mortgage Works

The Mortgage Works continues where it left off in 2011, with its reputation for delivering excellent levels of service untouched. Head of intermediary sales Ian Andrew hailed its ongoing development of processing and underwriting staff (who immersed themselves in the buy-to-let market), and a commitment to the intermediary community.

2012 saw the Nationwide subsidiary’s sixth consecutive five-star win in the mortgage category. Mr Andrew said this was the result of hard work and consistent service, and was a reflection of the company’s tagline - “a common sense approach”.