Acumen Mortgages: most-reported complaints
Automated analysis of 240 public Trustpilot reviews published 2017-08-04 to 2026-09-01. TrustScore 4.9 from 1,267 total reviews — see the Trustpilot page. Quick answer: is Acumen Mortgages legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report issues with professionalism, with 15 complaints (42% of identified issues) citing a lack of professionalism. Support-related concerns are also frequent, including 14 reports (39%) of unhelpful staff and 4 reports (11%) of unreachable support teams. Additionally, 5 complaints (14%) mention overcharging, such as unexpected payment increases. No clear trend can be established for these issues due to insufficient review volume.
How to reach Acumen Mortgages
These are the contact details Acumen Mortgages publishes on its Trustpilot profile, as of our last check on 2026-09-24 — phone 0161 688 1111, email [email protected], address Acumen House, Greater Manchester, OL9 9XB, GB.
The company claimed its Trustpilot profile on 2020-10-12, uses Trustpilot’s paid features, and last replied to a negative review on 2026-01-16 — more than six months ago. Trustpilot ranks it 38 of 85 in Mortgage Broker. We last checked this profile on 2026-09-24 and found 0 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Companies House: ACUMEN MORTGAGES LIMITED (no. 14110703), active, incorporated 2022 (4.3 years); next accounts due 2027-02-28, last accounts filed 2026-02-27. 1 current officer; 3 filings in the last 12 months (10 filings on record). official record — public register facts, not an indicator of wrongdoing; officer changes are routine in many company structures. Live Companies House status as of 2026-09-23.
Forum footprint: 0 MoneySavingExpert forum discussions mention this company (browse). Roughly 0 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count.
Elsewhere: 4.4★ on Google (74 reviews)
TrustScore over time
4.9 → 4.9 across 7 census measurements since 2026-08-12. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-18 (50%, 0.0d) · 2026-08-24 (50%, 0.0d) · 2026-08-27 (50%, 0.0d) · 2026-08-31 (50%, 0.0d) · 2026-09-03 (100%, 14.5d) · 2026-09-08 (100%, 14.5d).
Severity: 25% of this company’s 36 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Ombudsman outcomes
The Financial Ombudsman Service has published 4 decisions naming this firm (too few to quote an upheld rate).
Covers decisions dated 2016-07-25 to 2026-01-30, by the acceptance-deadline date the Ombudsman publishes — not the date the complaint was decided.
Official published outcomes from the Financial Ombudsman Service, not our analysis. Uphold rates reflect the cases that reached the ombudsman, not all complaints. source.
Measured reply time: across 36 negative reviews that received a public reply, the median wait was 2.3 days — the company profile reports an average of under a day. The two are measured differently: ours counts only replies we captured to negative reviews.
Reply quality: of 36 company replies to negative reviews analysed, 33% engaged with the specific problem and 56% were generic templates.
Review provenance: 173 company-invited reviews in the recent window average 4.91★, while 38 organic (uninvited) reviews average 4.89★.
23% of its 199 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: other makes up 42% of this company’s complaints vs a 20% median across 148 ranked companies in its sector.
Review velocity: 126 of this company’s 1,267 Trustpilot reviews (10%) were written in the last 12 months.
Not enough reviews to establish a trend.
What are the most common complaints about Acumen Mortgages?
Other
15 reports · 42% of complaints“Not very professional”
The company replied on 2021-01-04: “Hi Matthew Thanks for your review. Although we are happy that we have managed to arrange the mortgage for you. You have highlighted two areas of particular concern. We certainly do not encourage our…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“I'm sure she will shift the plane for the constant delay but I'm not interested in excuses they've ruined my life.”
The company replied on 2026-09-01: “Thank you for taking the time to share your experience and we are sorry to hear how frustrating this has been for you. We’re pleased to hear that you found Lesley to be helpful and it is a shame that…”
Our classifier read this reply as a template response.
“I am a repeat customer and have had a very poor experience this time compared to last.”
The company replied on 2024-11-13: “We are sorry to hear that your experience with Acumen was not as we would have hoped. If you would like to discuss your personal situation further please contact us on 0161 688 1111.”
Our classifier read this reply as a template response.
Support unhelpful
14 reports · 39% of complaints“When we had questions or concerns, I feel they weren’t answered and almost felt ignored”
The company replied on 2024-11-06: “Thank you for your review. We are pleased to hear that you found your advisor to be knowledgeable and we were able to secure your mortgage offer. However, it is disappointing to hear that our…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
1 reader marked this review helpful on Trustpilot.
“I have to make a payment on the variable rate to the tune of an EXTRA £1000”
The company replied on 2026-01-16: “We are very sorry to hear that your experience with Acumen was not as we would have hoped. Should you wish to discuss this further please contact us on 0161 688 1111.”
Our classifier read this reply as a template response.
“something that I was told would cost around £250 ended up £2000!”
The company replied on 2024-07-05: “Dear Danielle, I believe you have spoken to a Manager and they have done their best to address your issues. If you would like to discuss this further please do not hesitate to get in touch.”
Our classifier read this reply as a template response.
Overcharging
5 reports · 14% of complaints“I have to make a payment on the variable rate to the tune of an EXTRA £1000”
The company replied on 2026-01-16: “We are very sorry to hear that your experience with Acumen was not as we would have hoped. Should you wish to discuss this further please contact us on 0161 688 1111.”
Our classifier read this reply as a template response.
“something that I was told would cost around £250 ended up £2000!”
The company replied on 2024-07-05: “Dear Danielle, I believe you have spoken to a Manager and they have done their best to address your issues. If you would like to discuss this further please do not hesitate to get in touch.”
Our classifier read this reply as a template response.
“We were not informed at the beginning of the remortage process of any fees”
The company replied on 2023-07-14: “Thank you for your review. We are sorry to hear that your experience with Acumen was not as we would have hoped. Should you wish to discuss this further please do not hesitate to contact the office…”
Our classifier read this reply as a template response.
Support unreachable
4 reports · 11% of complaints“Impossible to get hold of once they have your business”
1 reader marked this review helpful on Trustpilot.
“Requests for call backs went unanswered (every excuse was made as to why not available!)”
The company replied on 2023-10-10: “We are sorry to hear that your experience with Acumen was not as we would have hoped. As discussed with my colleagues I believe the fee has been waived. Should you wish to discuss this further please…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“I’ve sent email- no answer. I’ve rang them - no call back.”
The company replied on 2025-11-06: “Thank you for sharing your feedback. We’re very sorry to hear that communication wasn’t at the level you expected, that’s certainly not the experience we aim to provide. We’ll be reviewing your…”
Our classifier read this reply as a template response.
Billing errors
3 reports · 8% of complaints“Impossible to get hold of once they have your business”
1 reader marked this review helpful on Trustpilot.
“Solicitor recommended by Acumen was incompetent which led to early repayment fees being taken.”
The company replied on 2024-05-22: “Please accept our sincere apologies and we are sorry that your experience with Acumen’s recommended solicitor was not as we would expect. As discussed, I have addressed the issues with the…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
“Cost us an extra 1% interest by being slow and not assigning our case to someone else”
The company replied on 2023-10-10: “We are sorry to hear that your experience with Acumen was not as we would have hoped. Should you wish to discuss this further please do not hesitate to contact the office on 0161 688 1111.”
Our classifier read this reply as a template response.
Misleading pricing
2 reports · 6% of complaints“We were not informed at the beginning of the remortage process of any fees”
The company replied on 2023-07-14: “Thank you for your review. We are sorry to hear that your experience with Acumen was not as we would have hoped. Should you wish to discuss this further please do not hesitate to contact the office…”
Our classifier read this reply as a template response.
“They initially advertised themselves as free but tried to pin a £200 charge on us”
The company replied on 2021-02-08: “Hi Christopher. Thanks for waiting for our reply. We feel like as a business we need to address your concerns publicly, but I have confirmed a manager is happy to speak to you to discuss privately…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
Compare Acumen Mortgages with…
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Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-07.