The lender has promised to not dual price its products, giving brokers access to the same deals that are available to customers.
It will also give a minimum of 24 hours’ notice when withdrawing products.
This comes after mortgage brokers asked lenders to give them at least a day’s notice when making product changes in 2023, amid a wave of mortgage product repricing and removals. Santander said it understood that pulling products at short notice put pressure on brokers and their clients.
The lender said a guaranteed notice period would give brokers confidence and assurance to recommend its products, and give them more time to contact clients who may be impacted by product withdrawals.
The last pledge Santander has made is to develop a “transparent and improved” product transfer process, including the creation of new web content to explain the journey.
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The lender said it would help brokers identify when a client’s current deal is ending through letter communication that directs clients back to their broker.
In its Q4 results released this week, Santander revealed that a quarter of its mortgage portfolio was set to mature in the next 12 months.
David Morris, head of homes at Santander UK, said: “Our ambition is to make it easier than ever for our broker partners to do business with us. We take the first step today, as we unveil our broker pledges, setting out exactly how we plan to help relieve common frustrations for intermediaries. But it doesn’t stop here.
“We will continue to review our processes and listen to our broker community throughout 2025 to identify ways in which we can develop how we work together to support clients.”
Stephanie Daley, director of partnerships at Alexander Hall, added: “Santander’s pledge clearly demonstrates they understand the needs of mortgage advisers and our clients. By acknowledging the difficulties we face when dealing with issues such as short-notice product withdrawals and dual pricing, they have been able to present solutions, which reassures the market and gives us the confidence we need to recommend Santander’s products.”
