MPowered Avis 250

I have been with Mpowered for just over a year now without issue.

My major gripe is how difficult it has been to make an overpayment after selling shares from a sharesave scheme which had matured.

I was told I would need to provide proof of where the money has come from and proof of the money being paid into the account. Fair enough for money laundering prevention.

I provided the requested documents and made the payment only to be told that as I had moved the money into a savings account whilst I waited for a statement to be generated, I would need to provide proof of where the money went.

I was told that i would also need to provide evidence of the money leaving my account making the overpayment.

This all seems wholly unnecessary to keep providing more and more information. I feel like I've been treated like a criminal. This process should not be this cumbersome.

I have a mortgage with MPowered Mortgages and recently started making small overpayments, ranging from £1 to £3,000. Unfortunately, each time I make an overpayment, I am repeatedly asked to provide proof of the source of funds, despite already explaining multiple times that the money comes from my regular employment income.

While I understand compliance checks are important, the process feels unnecessarily repetitive and time-consuming. The service has also been quite slow, and the requirements around what is needed are not always clearly explained or transparent.

As a customer simply trying to reduce my mortgage balance responsibly, the experience has been frustrating and at times feels like unnecessary obstacles are being placed in the way of making overpayments.

I feel it’s important to share my experience so others are aware of how difficult and opaque MPowered can be.
I initially contacted MPowered with a straightforward question regarding a transfer of equity on my existing residential mortgage. Instead of receiving a simple answer or guidance, I was repeatedly told they would only communicate via a broker even though this query relates to my current mortgage, not a remortgage scenario.
After weeks of delays and back-and-forth through my broker, I was eventually informed that a transfer of equity is possible. I was given a maximum loan figure with some shortfall, which I am prepared to cover. At this point, I indicated I was open to proceeding but I require to see any illustrations or documentations of numbers.

However, Mpowered has failed to provide any Key Facts Illustration (KFI) or equivalent documentation outlining the terms I would be committing to stating they no longer support residential mortgages so it cannot be generated. This is a fundamental requirement and no reasonable customer can be expected to proceed without full visibility of costs, rates, and conditions.

Following their own support team’s advice, I contacted them directly via email and copied in my broker, clearly requesting the KFI and an outline of next steps. The response I received was, once again, that they would only deal with the broker completely ignoring the substance of my request.
This has left me in a completely unreasonable position:
• I am being asked whether I want to proceed without seeing any formal documentation
• No clear breakdown of terms or figures has been provided
• Communication is restricted and indirect, causing unnecessary delays
• The process lacks transparency and accountability

After two months, I am still unable to get a clear answer to a very basic and reasonable request.
This experience has been extremely frustrating and I truly wish I had never signed any paper work with this unprofessional company. Based on how this has been handled, I would strongly advise others to think carefully before engaging with them.

MPowered put us through endless hoops because I’m self-employed, asking for document after document. After weeks of back and forth, they cancelled our application, claiming I’d missed one of their deadlines. The reality is they stopped trading on 28 October. They wasted two months of my time and forced us to restart the entire mortgage process with another lender. Very poor experience.

They claim a swift turnaround.....and they delivered. Mortgage offer in 48 hours. Very happy clients!

I had an issue with one of my clients product transfer, When I contacted MPowered I was put through to Rhonda who listened to my issues and immediately gave me peace of mind that the problem would be looked into.
Rhonda went above and beyond to help resolve the issue, she kept in contact with me to update me and dealt with this is a professional and friendly manor.
From the start I had every faith that this would be resolved which enabled me to keep updating my client with positive outcomes. Not once did I have to chase her for updates which is a massive help when dealing with a lender, this enabled me to continue my dad to day work without any worries.
Rhonda is an absolute asset to the team at MPowered - if only there were more Rhonda's in the world !!!

Simon Clark was an absolute godsend. He managed to get a credit score decline (which was not the client's fault) overturned, which allowed us to get everything submitted. Clients are now in receipt of funds and very happy indeed!

I am an intermediary and wanted to submit a case with Mpowered. I called Mpowered and spoke with Sam Collet on the BDM helpline. I called a few times before submitting the case, each time I was lucky to get Sam - he was friendly, professional and very knowledgeable. He was extremely patient and as a result of his help the case went to offer in one day.

Janet exceeded all expectations with her thoroughness and clear communication. She took the time to answer every question I had, making sure I felt confident and well-informed at every step. Her professionalism and dedication were truly impressive. I’d gladly work with her again in the future—thank you, Janet!

Janet is great at helping with cases and getting answers back quickly from the underwriters, it avoids lots of worry and avoids further work for us as a broker and customers

Janet is just starting out with MPowered as a BDM, but she knows her criteria. She's very pleasant to talk to and doesn't interrupt.
Good luck in the future.

Rhonda very helpful and resloved all queries quickly & efficiently so client coudl exchange.

Dealing with Janet on the call was great and she provided all of the information I needed.

Skye helped me overcome a problem with a case and it has since been approved and offered.

I was dealing with Rhonda in MPowered and she has been very helpful by keeping us updated at each and every steps. She even took the instructions over the phone and made the necessary changes so that the client meet the deadline and complete on time.

Kept going back and forward with questions and came across very rude.
Very odd mortgage provider but then again as I'd never heard of them had some reservations.
Didnt arrange a conveyancing visit.
Wanted quotes on every bit of additional borrowing. Even when I got highest level estimates for work being done, they wanted further quotes. Then even when I got further quotes, they kept coming back asking for more, which wasn't actually possible.
Ended up going with a more reputable building society who's name I have actually heard of.

We were supposed to complete on a house purchase today. MPowered failed to successfully send the money across and blamed Barclays for it. There has been no apology when we/our broker/solicitor called for updates - it was obvious that the customer service team was fed up of all failed completion calls they have had today. They didn't even ask for our mortgage case number when we called, they just said there is nothing they can do.

If it wasn't too late I would change mortgage provider in a heartbeat.

Edit: update on the below, my completion failed due to their absolute inability to tackle the issue.
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Blaming Barclays for issues with payments today, while it clearly has no backup plans in place to deal with this. So now im sitting here with head in hands, unable to complete while funds sit in the ether.

Astonishingly awful. They clearly don't care as they can't be bothered to tell my broker an official statement on what's happening and their plan to fix it. It was apparently an 'hour to fix' before 2pm. I'm writing this at 3:15.

I'm supposed to be completing. Today. Right now. Clearly that isn't going to happen.

Complicated case and not used the system before but luckily I called MPowered and spoke to Rob who has been amazingly helpful and supportive with this case. He has sorted out the system/case issues and was always available on the end of the phone with the further queries I had. Thank you Rob for you help, support and efficient service, much appreciated !

I am a Broker, and have previously found a few things frustrating. After placing an application with them recently, I received a call from the lovely Angela, the Underwriter on the case.

Angela was great to speak to, and it was so refreshing to speak with an UW and be able to gain an understanding of certain things.