Frequently Asked Questions

Frequently Asked Questions

How do I contact you?

Please feel free to call us on 0330 1331 030 or send us an email at

What address should I use for correspondence?

Our postal address is: Mortgagez, Palace Court House, 1 Park Street, Colnbrook, Berkshire, SL3 0JL.

What are your normal working hours?

Our normal working hours are 9am – 5.30pm, Monday to Friday (excluding bank holidays and public holidays). However, we fully appreciate that these times are not always suitable for everyone so as soon as you’ve created an account via our dedicated mortgage portal we will always do our best to accommodate alternative hours if you wish to speak to us directly at a time outside of these hours.   

I have been furloughed during the pandemic – will it affect my ability to obtain a mortgage?

Yes, it probably will. It is fair to say that the overall lending criteria offered by banks and building societies in relation to those who have been furloughed does continue to vary (in exactly the same way that their lending criteria varies under more normal circumstances). What this means is that some lenders will be better suited towards your individual requirements than others in the current environment. Here at Mortgagez our advisers have an in-depth knowledge of the mortgage market and can help find you the most suitable mortgage. Therefore, if you are at all concerned that the amount you originally thought you could borrow has changed in recent months, please do get in touch with us in order to discuss – we are always here to help.   

What is Mortgagez?

Mortgagez is a digital mortgage broker. When you go via our dedicated online portal you can take advantage of our free mortgage advice service and compare mortgage products from the whole of the market. Our overall aim is to provide you with the very best mortgage for your individual needs and circumstances. We operate using a “hybrid” model, meaning that a real adviser checks the product you have selected before making a product recommendation which is tailored to your specific circumstances, needs and requirements. At Mortgagez, you always get to speak to our advisers before you proceed with your mortgage application, which is reassuring, given that this may be one of the biggest financial decisions you make.

How is Mortgagez different from a normal comparison site?

Unlike other comparison sites, here at Mortgagez we don’t insist on you registering with us up front in order to disclose the best deal. With Mortgagez you know what mortgage deal you can get before you sign up with us – unlike a lot of sites which don’t like to reveal the details of the mortgage deal until after you sign up. In fact, some of the deals aren’t always available to you, which means you only discover this after you’ve signed up. We don’t think that’s fair – because we genuinely want to be open and transparent with you, which means that you always know what you can get before you sign up with Mortgagez. When you use Mortgagez, you can enter our portal, and see your selected mortgage deal. Our Mortgagez portal is designed to quickly and easily move you on in the process of obtaining a mortgage by entering the basic details about your income, expenses, liabilities, your dependents and property. In addition, our dedicated portal brings your entire mortgage application journey under one roof where you can speak to one of our advisers for free, compare solicitor options and organise insurance products or other services. Our aim is to make your life easier when it comes to arranging a mortgage and ensure you get the best deal.

Are the Mortgagez calculator quotes genuine?

Yes they are. We make a real-time digital request to the whole mortgage market to find you the best mortgage deals that are out there, based on what you have told us. We have created a customer version of what a real adviser uses. So, as long as you’re true about your earnings, your age, and eligibility – hence a good credit history, then it’s very likely that Mortgagez can secure the mortgage deal that you’ve selected. With Mortgagez, you’re in the driving seat – you see the best mortgage deals that are available, and select the one that you want.

It’s also worth noting that unlike a lot of other mortgage comparison sites, here at Mortgagez, we don’t provide you with just an “indicative” quote or a quote simulation.  At Mortgagez, we always provide you with real-time, real mortgage deals – all brought to you, at the very point of asking.

How does Mortgagez select the best mortgage for you?

As we are directly authorised and regulated by the FCA, we are bound by conduct rules, which in our case means that our advisers have to take account of your particular circumstances, needs and requirements before they make any product recommendation. We take this very seriously, meaning that our advice standards are explicitly designed so that a product recommendation is made solely on the basis of attaining your financial advantage (as opposed to ours). Our approach which is underpinned by our advice standards (which is fully aligned to our regulatory responsibilities), coupled with our approach to ensuring that there is robust oversight, is designed to deliver the most appropriate product for you.

How much does it cost when I use Mortgagez to help me find a mortgage?

Unlike many traditional mortgage brokers, the service that we provide via our dedicated online mortgage portal is completely free of charge. This includes our fully qualified mortgage advisers who are on hand to advise you on selecting the best mortgage deal without charging you. This means it won’t cost you a penny to use our service.

So how does Mortgagez operate as a business if you are free?

We are able provide all of our customers with a free mortgage advisory service when you go via our portal as we are paid by the lender, so you don’t have to pay a penny to us. When you take out a mortgage, your lender will usually pay us a fee in return for our assistance in helping you to obtain a mortgage with them. When you receive your mortgage offer these figures are all clearly shown so everything is completely transparent. It’s also worth noting that the amount we are paid from the lender does not result in a worse deal than if you were to go directly to the lender. In fact, it is more likely to be the case that if you take out a mortgage through Mortgagez, the terms of the mortgage deal may be significantly better than if you were to go direct. Finally, we never base our advice on which lender pays the highest fees – not only does our regulatory code of conduct prohibit this, it goes against our advice conduct standards that are designed to focus on providing you with the best mortgage deals based on your current set of circumstances, without consideration of any financial gain to us.

Can’t I just go direct to the lender and get the same deal?

At Mortgagez we are able to obtain preferential rates on many mortgage deals which, if you went direct, you might not otherwise be able to obtain. As you progress your application with us we always ensure that if there are any better deals you can obtain through your existing lender, bank or building society, these are carefully considered. This is why we ask you to provide details of your existing lenders and who you bank with in order to help us ensure you are always getting the best deal. 

Will using Mortgagez affect my credit score?

Obtaining a quick quote via our portal to see how much you can borrow will not affect your credit score in any way as you are not required to provide any personal details. At this stage, even if you do provide us with your contact details to enable us to send you a copy of your quote, your credit score will not be affected in any way. It has always been our policy at Mortgagez to only capture the information we require to help you find the best deal (unlike many of our competitors who require most of your personal details upfront). Once you commence an application with us for a mortgage, you will then be required to provide other more personal information as this is to allow lenders to carry out certain checks and confirm your financial circumstances. At this point credit checks will be carried out. Your mortgage adviser can inform you more fully of the process and at what point credit checks are carried out so you are always aware of what’s happening when.

What information will you need to collect from me?

To complete your quick quote we will only need basic employment details such as earnings, employment type and your date of birth. This will not affect your credit score at all. Further down the line in your mortgage application we will need some more detailed personal information from you and at this point certain credit checks will need to be carried out by the lender to ensure your financial circumstances. Your Mortgagez adviser will always be on hand to help should you have any further questions about your credit score and we are experienced in helping people to find a mortgage even if their credit score has been affected for some reason. 

Which lenders does Mortgagez work with?

At Mortgagez we work with over 90 lenders which is often referred to as ‘the whole of the market’ although it’s worth noting, this may not cover absolutely every single option available to you (e.g. some specialist lenders may not participate in the whole of the market where their product range is only suitable for a much smaller subset of individuals). What all of this means is that Mortgagez are completely independent and not tied to any specific mortgage lender. You are not therefore limiting yourself to a single lender or a chosen panel of lenders (which a ‘tied’ mortgage broker is usually restricted to). As a completely independent mortgage broker, Mortgagez therefore has access to a much greater pool of mortgage options for you to choose from. Also, because we are not tied to any lender any advice we offer is completely impartial. 

Can you help with buy-to-lets?

Yes we can assist with buy-to-let mortgages and our mortgage advisers have a great deal of experience in this area. In order to proceed with this type of mortgage, you will need to go via Mortgagez PRO which is our service designed for professional property investors. There is a small charge for this specialist service – please just ask one of our mortgage advisers who will be happy to explain further how it works. Please note that Mortgagez PRO is not currently available through our Mortgagez portal.

Do I have to live in the UK to use Mortgagez?

Yes, currently we can only help people with UK mortgage requirements.

Do you provide mortgages for those who are self-employed?

Yes, we are very experienced in obtaining mortgages for all types of workers – no matter what your circumstances are, the chances are we’ve seen it before! Complete your quick quote today and speak to one of our mortgage advisers for free.

How is Mortgagez regulated?

Mortgagez is regulated and fully authorised by the FCA under the reference 828291. Registered company number 11176986. Buy-to-let mortgages are not regulated by the FCA.

There are lots of mortgage terms that I’m not familiar with – how do I go about understanding them all?

We have developed a ‘Glossary of Mortgage Terms’ to help you if you would like to brush up on your mortgage knowledge. Simply visit this document by clicking here.

What if I have any further questions?

Please feel free to contact us on the email address or telephone number shown at the top.


Any guidance and/or advice contained within this document is subject to the UK regulatory regime and is therefore restricted to consumers based in the UK. Any technical or regulatory information contained within this document was correct at the time of producing it but as it may be subject to change it should not be exclusively relied upon when making a financial decision. The Financial Conduct Authority does not regulate advice on Buy-to-Let Mortgages.

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