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super simple process for a complicated remortgage for an older borrower with debts to consolidate

Good communication, clear and precise requirements common sense underwriting

Always a pleasure to work with.

As a mortgage adviser it is always great to work with a a lender that actually delivers on what they say they will do.
I had a complex case which involved several parties agreeing on a particular situation. Many lenders did not like one aspect of the scenario but Landbay offered a very good product with an AVM and despite of a minor issue at completion that delayed the matter by a couple of week (not the fault of Landbay) we managed to get the deal completed to the clients satisfaction

The understanding and patience of the team is outstanding. Chris Turner, Gareth Powell and Paula Dowson excelled themselves Thank you

I contacted Landbay to enquire about short-term support options due to a temporary rental void. I have held mortgages for over 15 years and am familiar with standard lender processes and financial responsibilities.

While I fully understand the need for affordability checks and documentation, the tone and manner of the adviser I spoke to were unprofessional and patronising. I was spoken to as if I lacked basic financial understanding, despite the fact that rental income is a legitimate income for landlords.

The adviser repeated a judgemental comment that rental income “shouldn’t be paying for my lifestyle”, which was inappropriate, irrelevant to the enquiry, and not reflective of how income is assessed in practice. The conversation felt more like a lecture than a constructive discussion about available options.

I ended the call feeling dismissed and patronised rather than supported. This experience fell well below the standard of professionalism I would expect from a specialist buy-to-let lender.

I would expect Landbay to review their staff training, particularly around respectful communication with customers who are proactively seeking advice.

Reading the other negative reviews, the replies of ‘We’re sorry you feel…” (a classic non-apology) I don’t have high hopes.

Instead of apologising, they shift the issue onto the complainant’s feelings, not their own behaviour. They avoid responsibility and accountability.

In professional complaint handling, this wording is actually taught as risk-containment language, not customer care…

REPLY TO LANDBAY’S response below:

Thank you for your reply and for acknowledging the issues raised.

I would be happy for you to look into my case directly. My intention in leaving this review was not simply to express dissatisfaction, but to highlight conduct that fell well below what I would reasonably expect from a specialist buy-to-let lender.

The tone and comments made during the call were inappropriate, judgemental, and unnecessary, particularly given that I was proactively seeking short-term support during a temporary rental void. I would welcome a proper review of the interaction so that similar experiences can be avoided for other customers.

Please let me know how best to proceed.

I had a complex case involving a share purchase and Landbay were brilliant, ensuring the case reach completion and particularly my BDM Ian Hall, who was fantastic as always!

Great service and support

Overall OK, the system was user friendly and speaking to customer service on the phone everyone was helpful.
The processing was slightly slow requesting items but good to be able to communicate with underwriters if we had any queries.

My BDM and the underwriter handling the cases were great to work with. They were efficient, responsive, and able to get the job done without any unnecessary drama.
Nevertheless, the admin team could benefit from further training, as routine administrative queries were often redirected to my BDM instead of being resolved directly.

Always a pleasure working with Dawn Crowley. Thank you!

Great Lender with awesome BDM support and easy access to underwriters

As a broker, I am loving the new product transfer process and portal with Landbay. The whole process from start to finish was really smooth and streamlined and the underwriter kept me informed throughout with messages which in turn I could then update my clients. The clients were also kept informed throughout the process which was great. The broker support staff also very knowledgeable and professional provided support to my questions, so overall I am really pleased to see this product transfer system with Landbay - its also super quick.

WARNING!!!! … BEWARE if you take a BTL mortgage with LANDBAY of the SMALL PRINT in the loan agreement !!! Study carefully!

If you are a Limited Company and wish to appoint a Director (without any shareholding or personal investment in the Company !!) They will find out and request that the Director is credit checked etc and signs a PERSONAL GUARANTEE and is to take legal advice on this at the Companies personal cost. Why would a Director who has no financial interest in the Company sign a Personal Guarantee???
If you DO NOT COMPLY to their request for the documentation, you will receive a letter from the Senior Officer from the COMPLEX CASES AND WATCHLIST SECTION advising that if you do not remove the Director … “If not completed we will proceed to issue formal demands on all accounts in breach, calling in full immediate repayment of the mortgage balance, and should this demand not be met we will commence enforcement action…The costs of this action will be applied to the mortgage and recovered via the sale of the property”
Shocked at this BIG BROTHER heavy handed treatment … This is a fairly significant so should have been HIGHLIGHTED more clearly in the agreement.

we came to landbay late in the day on a modern auction purchase after previous lender let us down. underwriter (David F) was superb, totally got the urgency of the situation. can't expect that sort of response on every case but he totally understood it was needed on this case. massive appreciation from us as the broker and the clients is now massively impressed by landbay. couldn't ask for any more.

Very helpful and quick to respond. Good service and professional to deal with

Excellent communication throughout, whether it be updates or additional requirement requests. Case was referred on day 1 and it was approved within 5 minutes, meaning no delay to client and transaction

Lending where others fear to tread. Congratulations to landbay for lending on an AirB&B for the purpose of capital raising to support the client's existing business. Solid lending to a solid client without problem. Keep it up.