Service standards between lenders are diverging. Some intermediary teams remain responsive; others have slipped in ways that are visible on almost every case. We would like to understand where the friction actually sits for brokers today.
A few prompts to structure the discussion:
- Which parts of the application journey are consistently slow or unpredictable?
- Are there specific case types where service standards have deteriorated the most?
- Where has a lender genuinely improved, and what changed?
Please keep contributions general and avoid naming individual clients or staff. Anonymised, factual examples are the most useful.
As always, this is an editorial discussion starter written by Adviser Forum rather than a member opinion. Nothing here is regulated advice, no view expressed should be treated as a settled industry position, and any example you contribute should be anonymised so that no client, colleague or firm can be identified from it.