Been great so far. Always on hand to help whenever you call, was offered a deal to renew and even after taking new deal they sent a letter saying I could get an even better deal if I phone before my n... See more
Company replied
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Review summary
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Reviews shaping this summary
Efficient customer service, everything clearly explained. Any contact on the phone has been with courteous staff who have sorted whatever I need to sort out quickly. Re-mortgaging went very smoothly.... See more
Company replied
The Lady i spoke with was exceptionally helpful. She put me at ease, even helped me set up the online portal and went through the user interfaces on the portal explaining where i can send documents to... See more
Informative advisors and patient. Very thorough with my options and helped me get on the property ladder 4 years ago and now have secured me with a lower interest rate. Faultless service throughout.
Company details
Written by the company
Kensington is the UK’s leading non-bank specialist mortgage lender; offering a range of residential and buy to let mortgages through a network of mortgage brokers. Our 25 year heritage in specialist mortgages means that we understand better than most that no two people are the same. That’s why we create innovative mortgages with lending criteria that gives us the flexibility to meet the needs of the people the high street doesn’t cater for. We use a combination of data and human insight to look beneath the surface, and unlike mainstream lenders, who all too often rely on what the computer says, we use real people to make our decisions. It’s this ‘’head and heart’’ approach which is the key to what we call the #KensingtonDifference.
Contact info
PO Box 831, Redhill, RH1 9NJ, United Kingdom
- kensingtonmortgages.co.uk
4.6
Excellent
8K reviews
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Underwriter very fast and remained in…
Underwriter very fast and remained in regular contact. Excellent service. Thanks to Matthew for the last 2 cases! Very efficient!
21 August 2026
Everything was great
Everything was great went smoothly. If anything that needs addressing is the valuvar since they are drastically down value the property.
21 August 2026
having used Kensington before
having used Kensington before, i was apprehensive however this time it was straightforward and the offer came through quickly.
14 August 2026
Sent an email and got an instant…
Sent an email and got an instant helpful reply. Thanks
13 August 2026
straight forward instructions for a portfolio position
Very straightforward communication throughout on a portfolio proposition
18 August 2026
May use AI-assist with repliesRead more
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
Very poor customer services and the so…
Very poor customer services and the so called complaint procedures. Total and utter denial of staff mistakes and mis information at various stages. so called complaint procedure is just to fulfil the legal requirements.
14 August 2026
Reply from Kensington Mortgages
Hi Nabeel, thank you for taking the time to share your feedback and for speaking with a member of the team this week. We're sorry to hear that you've been unhappy with your experience.
Following our recent conversation, we've reopened your complaint to ensure that all aspects of the matter are thoroughly reviewed. We'll remain in contact with you directly regarding the outcome of that review.
Thank you, Kensington.
Quick and extremely efficient
Quick and extremely efficient, first class service, will definitely use them again.
14 August 2026
Ability to discuss case with underwriter
20 August 2026
Process was done quickly and…
Process was done quickly and efficiently, they recommended excellent solicitors that made the transaction go smoothly with a very satisfactory outcome
20 August 2026
Massively disappointed
Massively disappointed! I had a case, and I had carried out all the appropriate checks for my clients. One of the checks that were carried out was the company layout. The policy on the lender's website doesn't go into a great deal of detail. I then emailed the sales team, as my business development manager was off, and I was provided with some generic information. I called in on Monday, and the person I spoke to had opened up Companies House and checked it with me, and I was advised it looks fine. I had a call from Michael (Underwriter) today, who has straight up declined the case. Even though it was a brand-new company set up in the last 6 months, they don't know how the company structure should be when purchasing property and were willing to amend the structure; it was simply a no, even though the wrong information was provided by Kensington and there was no willingness to help the clients.
20 August 2026
Unprompted review
Reply from Kensington Mortgages
Hi Jake,
We're sorry to hear that your experience did not meet expectations, and we appreciate you taking the time to share your feedback. Thank you also for speaking with a member of our team about the concerns you raised.
We understand how frustrating it can be when there is uncertainty around a case, particularly when lending criteria and potential solutions are being explored. We're pleased that, following a further review, the case was reinstated and is now progressing.
We're glad a way forward has been found and appreciate the opportunity to address your concerns. Thank you, Kensington
Excellent service with complex case
Excellent service with complex case. Always to hand with support and guidance.
19 August 2026
Informative and patient advisors.
Informative and patient advisors. Helped me get on the property ladder 4 years ago and have recently secured me a lower interest rate. Always stay in touch to make sure finances are manageable. Great all round company with faultless service.
10 August 2026
Unprompted review
Informative advisors and patient
Informative advisors and patient. Very thorough with my options and helped me get on the property ladder 4 years ago and now have secured me with a lower interest rate. Faultless service throughout.
12 August 2026
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