Overall, average customer satisfaction rose from 58% to 62% and the Council of Mortgage Lenders (CML) believes this result reflects the efforts that the lending industry has been making to improve customer service and communication.
Commenting on the results, CML director general Michael Coogan said: "It is good news that consumers are increasingly satisfied with their lenders. Lenders have been working hard, under very challenging market conditions, to communicate effectively with their borrowers and treat them fairly. These efforts are bearing fruit, as this survey reinforces."
Beneath the topline result, however, some caution may be needed. While the total survey is based on a sample of 1,915 borrowers (out of the 11.1 million mortgages in the UK), the numbers relating to each individual lender are modest.
