The Mortgage Broker: most-reported complaints
Automated analysis of 248 public Trustpilot reviews published 2017-05-22 to 2026-09-23. TrustScore 4.9 from 2,686 total reviews — see the Trustpilot page. Quick answer: is The Mortgage Broker legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that support is unhelpful, citing instances where incorrect information led to unwanted mortgage decisions. A smaller number of complaints involve overcharging, with one example noting a significant increase in monthly payments from the initial quote. Additionally, some reviewers mention misleading pricing, such as changes to required deposit percentages after initial discussions.
How to reach The Mortgage Broker
These are the contact details The Mortgage Broker publishes on its Trustpilot profile, as of our last check on 2026-09-24 — phone 0800 032 0316 , address Wyboston Lakes, Bedfordshire, MK44 3AL, GB.
The company claimed its Trustpilot profile on 2017-03-08, uses Trustpilot’s paid features, and last replied to a negative review on 2026-09-02. Trustpilot ranks it 8 of 89 in Mortgage Broker. We last checked this profile on 2026-09-24 and found 3 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Forum footprint: 1,032 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: “Can the mortgage broker do this??? Any suggestions would be really appreciated”, “'Are banks killing the mortgage broker market forever?' blog discussion”, “Can I cut the mortgage broker out (estate agent insisted I see him)...”.
Elsewhere: 5★ on Google (132 reviews)
TrustScore over time
5.0 → 4.9 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 (0%, 0.0d) · 2026-08-18 (0%, 0.0d) · 2026-08-21 (0%, 0.0d) · 2026-08-24 (0%, 0.0d) · 2026-08-27 (0%, 0.0d) · 2026-08-30 (0%, 0.0d) · 2026-09-02 (0%, 0.0d) · 2026-09-08 (100%, 4.0d) · 2026-09-12 (100%, 4.0d) · 2026-09-15 (100%, 4.0d) · 2026-09-18 (100%, 4.0d) · 2026-09-21 (100%, 4.0d) · 2026-09-24 (50%, 4.0d).
What their policy promises
support availability: 5-star rated mortgage advisors
“support from 5-star rated mortgage advisors”
support availability: call back
“Request a call back”
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. No changes have been detected since we started watching on 2026-09-14.
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: 168 company-invited reviews in the recent window average 4.99★, while 64 organic (uninvited) reviews average 4.88★.
27% of its 228 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 76% of this company’s complaints vs a 28% median across 169 ranked companies in its sector.
Review velocity: 177 of this company’s 2,686 Trustpilot reviews (7%) were written in the last 12 months.
Not enough reviews to establish a trend.
What are the most common complaints about The Mortgage Broker?
Support unhelpful
13 reports · 76% of complaints“Sadly they provided us with incorrect information which led us taking a mortgage that we did not want.”
The company replied on 2018-09-25: “Dear Ian and Emma, We take all customer complaints seriously and follow a thorough investigative process to ensure we give fair outcomes in line with regulatory standards. We thoroughly investigated…”
Our classifier read this reply as a deflection.
“Send a quote but wasn’t really interested in following it up.”
The company replied on 2022-11-28: “Dear Joanna We are very sorry to see your review and would like the opportunity to discuss further. Could we ask you to get in touch at [email protected], so that we can locate your details.…”
Our classifier read this reply as a template response.
“Waited 4 months with constant chasing for them to tell me they couldnt find me a mortgage”
Overcharging
2 reports · 12% of complaints“So instead of £384 per month as first quoted we are paying £528.”
The company replied on 2023-08-29: “Hi Jennifer Thank you for your review – we are sorry that you feel the service wasn’t up to the standards you expected. I must firmly rebut your statement that we “pay off reviewers” as this is…”
Our classifier read this reply as a deflection.
“Broker fees quite high after changes to our requirements.”
Misleading pricing
2 reports · 12% of complaints“at first we were using 5% deposit then after they said they can only do 15%”
The company replied on 2026-09-02: “Thank you for raising this. Having reviewed your case, you are right that we gave you inconsistent information initially, and I am sorry. Mortgages with a 5% deposit or less, are available and may be…”
Our classifier read this reply as a substantive response.
“The email and text that I received both said "Free advice" and neither had any mention of any fees.”
The company replied on 2018-03-07: “Dear Mr Bates, We have always offered free advice to clients and continue to do so for up to 2000 clients per month. Clients are free to take our advice and take their business elsewhere if they want…”
Our classifier read this reply as a substantive response.
Compare The Mortgage Broker with…
- The Mortgage Broker vs FirstMortgage
- The Mortgage Broker vs Loan.co.uk
- The Mortgage Broker vs Key Solutions
- The Mortgage Broker vs Heron Financial
- The Mortgage Broker vs SPF Private Clients
- The Mortgage Broker vs YesCanDo Money
- The Mortgage Broker vs Acumen Mortgages
- The Mortgage Broker vs Boon Brokers
- The Mortgage Broker vs First Thought Financial
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 2026-09-24.