We don't like poor after-sales care

Lenders can be very enthusiastic attracting new business. So, until you complete your mortgage, you tend to receive good customer service.

Ideally, you have one point of contact who keeps you informed on progress, and who deals with the little aggravations that can make the loan process frustrating.

But once your mortgage has completed, your new point of contact is the customer services unit. Service levels can then be very poor.

If your call is eventually answered, the service person is often unable to help. Your file may be lost or they cannot deal with your query.

We would like to see lenders address these second tier service levels before and after completion, and show they value existing clients as highly as new customers.