# UK mortgage giants failing customers online, says research
Author:  Pal Sinha, Barnali 
Author URL: https://financedigest.com/author/pal-sinha-barnali
Published: 2017-06-02
Category: NEWS
Category URL: https://financedigest.com/category/news
Meta Title: UK Mortgage Lenders Online Experience Report
Meta Description: Discover how Santander, Nationwide, and NatWest ranked at the bottom for online mortgage experiences in a report by Dock9. Find out the winners and losers in
URL: https://financedigest.com/uk-mortgage-giants-failing-customers-online-says-researchhtml

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- Three of the UK’s biggest mortgage lenders have hit rock bottom when it comes to online experiences, according to new findings from Dock9
- In a report looking at the best and worst online mortgage experiences from 19 major lenders, Santander finished bottom of the pile with Nationwide and NatWest not faring much better

Three of the UK’s biggest mortgage providers have hit rock bottom when it comes to online experiences, according to research from financial experience design agency Dock9. In a [report looking at the best and worst online experiences for 19 major](https://www.financedigest.com/bone-grafts-and-substitutes-market-overview-highlighting-major-drivers-growth-and-demand-report-2018-2026.html "Bone Grafts and Substitutes Market Overview Highlighting Major Drivers, Growth and Demand Report 2018 – 2026") mortgage intermediaries, high street and specialist lenders including First Direct, Halifax, HSBC, Lloyds Bank, NatWest and Santander.

It found of all the lenders with customer online experience – over half (53%) are ignoring mobile and tablet users by failing to design websites fully suited to these devices. Additionally, 65% are only partially or not responsive at all – this [means customers have a longer](https://www.financedigest.com/why-fundraising-no-longer-means-kissing-a-lot-of-frogs.html "Why fundraising no longer means kissing a lot of frogs") journey than necessary – typically websites that are touch-optimised save users a quarter of the time.

Mark Lusted, managing director of Dock9 says: “It’s no secret the UK is a ‘mobile society’ and tablet and mobile usage will only increase. Although the majority of mortgage deals are done via brokers through an intermediary site, the customer experience for the [end-user is still a key](https://www.financedigest.com/demand-for-tissue-and-hygiene-market-from-key-end-use-sectors-to-surge-in-the-near-future.html "Demand for Tissue And Hygiene Market from Key End-use Sectors to Surge in the Near Future") differentiator that can help set lenders apart from one another – especially for younger customers – and another key revenue stream.”

The bottom three for online customer high street lending experience:

\*              Santander (87.02%)

\*              Nationwide (88.09%)

\*              NatWest (88.28%)

Overall winners for online customer high street lending experience:

- #1 Barclays (95.05%)
- #2 Lloyds (91.83%)
- #3 TSB (91.15%)

Key intermediary findings include:

- Tesco [Bank scores full marks for best intermediary mortgage](https://www.financedigest.com/irish-central-bank-eases-strict-mortgage-lending-limits.html "Irish central bank eases strict mortgage-lending limits") provider online experience – due to their simple yet delightful site full of modern UI patterns. Tesco truly sets the bar for other intermediaries to follow in this space
- Overall [winners and losers](https://www.financedigest.com/the-pound-gilts-and-stocks-likely-winners-and-losers-from-uk-budget.html "The pound, gilts and stocks: likely winners and losers from UK budget") for online intermediary experience – 1st Tesco, 2nd Vida Homeloans and 3rd TSB. Bottom three include 15th Aldermore, 16th Dudley and 17th Magellan
- High street lenders lead the way – with specialist lenders failing behind high street lender in user experience. For instance, only high street lenders researched provided customers with self-service Agreement in Principle / Decision in Principles

Lusted adds: “The mortgage space is a complex and congested beast. However, lenders can stand out through low costs and easy online intermediary experiences. For instance, ensuring their websites are straightforward to navigate around and accessible – whatever method [brokers and customers](https://www.financedigest.com/crypto-broker-genesis-owes-geminis-customers-900-million-ft.html "Crypto broker Genesis owes Gemini’s customers 0 million – FT") chose to browse on.  With the boom of robo-mortgage advisors beginning, it’s increasingly [important for established lenders to invest](https://www.financedigest.com/investment-portfolio-diversification-why-its-important-and-how-to-do-it.html "Investment Portfolio Diversification: Why It’s Important and How to Do It") in technologies to improve customer experiences. Barclays and Tesco have clearly invested heavily in their mortgage UX, their attention to the small detail really pays dividends to the [end user](https://www.financedigest.com/industrial-catalytic-converters-market-competitive-growth-strategies-based-on-type-applications-end-user-and-region.html "Industrial Catalytic Converters Market Competitive Growth Strategies Based on Type, Applications, End User and Region") and their business.”

Craig Calder, Director of Barclays Mortgages comments: “We’re really proud to [see that the online access and experience for our mortgage customers has been highly rated](https://www.financedigest.com/key-fed-official-sees-rates-liftoff-in-2023-as-policy-debate-heats-up.html "Key Fed official sees rates liftoff in 2023 as policy debate heats up"). We understand that buying and selling a home is not always straightforward, however, we want the mortgage experience to be a stress-free process. We continually invest in [technology that helps to make the customer journey](https://www.financedigest.com/drive-embarks-on-digital-sustainability-journey-starting-with-streaming-technology-partner-seenthis.html "Drive embarks on digital sustainability journey, starting with streaming technology partner SeenThis") easier.”


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