The Cumberland Avis 

I am a self employed businessman. I contacted Cumberland regarding a remortgage. Went through a first web chat gave basic criteria which was ok and the contact made a telephone appointment the next day with a mortgage advisor/assessor. I was contacted the next day (10 minutes late) went through my situation and requirements (which was 55% mortgage)and then the lady told me they couldn’t consider my application because they had taken the policy decision NOT to consider any furloughed workers or any self employed whose business had been damaged (to any small degree) by the coronavirus epidemic even if the government had fully made up for the loss through the SEISS scheme (which I am pleased to say is my situation). Furthermore they would not consider any application for anyone in an industry likely to be adversely affected in the future. Why on earth don’t they promote this policy up front. It’s disgraceful. This blanket prejudice Smacks of the abhorrent “no blacks, no dogs, no Irish” signs from the 1950s. I now see they are not alone. The HMG should instruct the FCA should withdraw all the lenders licences if this is the prejudice is maintained. If all lenders or offerers of credit had this attitude the wheels would certainly come off the economy.

The Cumberland have let me down in the past after they withdrew an ISA I’d booked in to apply for and I thought it was unfair they wouldn’t honour it. I didn’t write a review then. I’m writing one now as they have truly proven they’re a proper building society and want to look after their members. They have waived overdraft interest during this difficult time with Coronavirus. The Nationwide are still charging customers 18/19% and are not showing the considerate thoughts that a building society should. Well done Cumberland. You’ve earned a fan today.

They tell you a mortgage application typically takes weeks not months.
When it took me 3 months, and hefty penalties ticking from the previous lender, they suggested that normally, it would still take weeks.
There is nothing abnormal about my house or finance needs.
What's abnormal is when they cannot get attachments opened, or facts checked, or fail to highlight any additional costs and fees, and how these can slow you down.
Their conveyancer is appalling. I ask them to check my paperwork and they don't even bother to tell you a week later they found one address incomplete.
The communication between Cumberland and the conveyancer is the opposite of smooth. Why is it suddenly my job to chase their subcontractor, after I have paid a 1,999 service fee.

Amazing customer service and personal touch when needing advice and assistance

The Cumberland Building Society’s Postal Mortgage Team is a breath of fresh air!

I have had my mortgage with the Cumberland for just under eight years now and have received good service and have been happy with them to date.

I recently experienced health problems and The Cumberland Postal Mortgage Team have been excellent every time I have had contact with them. I have mainly spoken to Ryan ( Team Manager) and Sandra (Collections) who have both been very understanding and gone out of their way to accommodate my circumstances which has been amazing.

I know not all Mortgage Companies would go out of their way and provide a professional, yet personalised service to react to my current situation.

A fantastic service received and I would certainly recommend them.