FirstMortgage: most-reported complaints
Automated analysis of 597 public Trustpilot reviews published 2024-04-22 to 2026-09-07. TrustScore 5 from 34,243 total reviews — see the Trustpilot page. Quick answer: is FirstMortgage legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that support is unhelpful, with 36 complaints citing poor communication and a lack of meaningful assistance. Another common issue is that support is unreachable, as 23 reviewers noted that their calls and emails were not returned. Additionally, 7 customers described misleading pricing, while 6 others raised concerns about aggressive sales tactics for additional products.
How to reach FirstMortgage
These are the contact details FirstMortgage publishes on its Trustpilot profile, as of our last check on 2026-09-23 — phone 0345 603 1525, email [email protected], address 30 Walker Street, Edinburgh, EH3 7HR, GB.
The company claimed its Trustpilot profile on 2016-06-13, uses Trustpilot’s paid features, and last replied to a negative review on 2026-09-03. Trustpilot ranks it 1 of 89 in Mortgage Broker. We last checked this profile on 2026-09-23 and found 42 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Forum footprint: 6 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. Recent thread titles: “FirstMortgage Brokers”, “FirstMortgage - mortgage advice”, “Northern rock and payment break...”.
Elsewhere: 5★ on Google (3,775 reviews)
TrustScore over time
5.0 → 5.0 across 14 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: 2026-08-15 (4%, 1.0d) · 2026-08-18 (4%, 1.0d) · 2026-08-21 (4%, 1.0d) · 2026-08-24 (4%, 1.0d) · 2026-08-27 (4%, 1.0d) · 2026-09-01 (4%, 1.0d) · 2026-09-04 (7%, 2.0d) · 2026-09-07 (7%, 2.0d) · 2026-09-11 (7%, 2.0d) · 2026-09-14 (7%, 2.0d) · 2026-09-17 (7%, 2.0d) · 2026-09-20 (7%, 2.0d) · 2026-09-23 (7%, 2.0d).
Severity: 25% of this company’s 71 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 14.3 days between the experience and publishing their negative review (122 reviews record both dates).
What their policy promises
complaint process: £500
“If you find a better deal anywhere else, we'll give you £500”
support availability: phone
“Alternatively, give us a call and we'll be happy to handle your case over the phone, no matter where you are in the UK.”
support availability: face to face or phone
“Whether that's face to face or over the phone - you choose how you want to deal with us.”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-09-12.
Policy-page monitoring
We monitor this company’s published policy page for changes. 1 change detected since we started watching on 2026-09-01:
- 2026-09-15: +0/-1 lines; removed: This bit's important... (snapshot)
Automated change detection on the company’s own published policy page — a record of when the page changed, not a judgement on what changed.
Review provenance: 483 company-invited reviews in the recent window average 4.98★, while 268 organic (uninvited) reviews average 4.87★.
42% of its 731 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: support unhelpful makes up 51% of this company’s complaints vs a 28% median across 169 ranked companies in its sector.
Review velocity: 4,700 of this company’s 34,243 Trustpilot reviews (14%) were written in the last 12 months.
What are the most common complaints about FirstMortgage?
Support unhelpful
36 reports · 51% of complaintssteady“communication was poor and I received little to no meaningful support”
2 readers marked this review helpful on Trustpilot.
“first mortgage failed to advise me of this, and were then unable to secure me an equivalent mortgage”
2 readers marked this review helpful on Trustpilot.
“every question we asked over email took on average 2-3 weeks to get a reply”
2 readers marked this review helpful on Trustpilot.
Support unreachable
23 reports · 32% of complaintssteady“Calls and emails not returned on several occasions”
3 readers marked this review helpful on Trustpilot.
“he was literally ignoring me.”
2 readers marked this review helpful on Trustpilot.
“every question we asked over email took on average 2-3 weeks to get a reply”
2 readers marked this review helpful on Trustpilot.
Misleading pricing
7 reports · 10% of complaintssteady“Turns out it's just a scam where she would of got the majority of that payment as a commission each month”
2 readers marked this review helpful on Trustpilot.
“I was ensured that the one we went with had a cash back incentive however when the mortgage illustration came through I couldn’t see any mention of cashback”
2 readers marked this review helpful on Trustpilot.
“I feel that is false advertising.”
The company replied on 2025-01-27: “Hi Mark Thank you for providing us with valuable feedback. We apologise for your experience, which is below the standards we strive for. We do pride ourselves on delivering a 5-star service and it…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
1 reader marked this review helpful on Trustpilot.
Other
6 reports · 8% of complaintsrising since 2026-02“Kept badgering to buy income protection in order to help with mortgage application.”
2 readers marked this review helpful on Trustpilot.
“they just disappear with just 1 email "we are not working anymore with your case "”
“leading to our insurance being cancelled after 2 years, a claim being initially declined”
Missed appointments
3 reports · 4% of complaintsfalling“Two times they had booked times for a call, both times they didn't make the appointment”
1 reader marked this review helpful on Trustpilot.
“Appointment was at 10:00. Didn't receive a phone call until 10:15 after i'd called their office”
“Arranged an appointment date/time but unfortunately was never contacted again.”
The company replied on 2025-01-06: “Hi Sara Thank you for providing us with valuable feedback. Firstly, I would like to apologise for the fact that you had been let down by not having a call and appreciate how frustrating this must…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Billing errors
2 reports · 3% of complaintssteady“having to reach out half a dozen times to get the same information back from them”
“I also ended up getting billed twice for my critical illness cover”
Compare FirstMortgage with…
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.