Reviewed for

Insurance and Protection ( 17 )

Mortgages ( 39 )

Pensions ( 3 )

Retirement income (annuities, drawdown) ( 1 )

Investments and Savings ( 2 )

Financial Planning ( 2 )

Financial Mentoring ( 1 )

Reviewers' assets

£500k+ ( 2 )

£200k - £500k ( 1 )

£100k - £200k ( 1 )

£50k - 100k ( 1 )

Up to £50k ( 12 )

Client reviews

Review from verified client

March, 2024

Overall

Advice

Service

Value

Based in London

What were the circumstances that caused you to initially look for an adviser?

Re-mortgage

How has Ben Agar-Hutton helped you?

Checked market frequently, kept me updated to the lowest market rate

Have you seen the outcome you were hoping for?

Yes

What could they have done better?

N/A

Review from verified client

November, 2023

Overall

Advice

Service

Value

Based in Bedfordshire

What were the circumstances that caused you to initially look for an adviser?

Firstly for my mortgage and then for my remortgaging.

How has Ben Agar-Hutton helped you?

He helped me get a good mortgage rate tailored to my needs & risk appetite.

Have you seen the outcome you were hoping for?

Yes, very happy with Bens thorough attention to detail, he is also very good at offering tailored advice depending on the individual.

First impression from a user who is not yet a client

November, 2023

Overall

Please provide a brief comment about your experience with Ben

Ben is a consummate professional - he is patient, understanding and most importantly, extremely insightful in helping my partner and I financially plan for our future. He is also a great listener who ensures that he understands what our priorities are and tailors his advice accordingly. We also love that he responds quickly. Couldn't recommend him more.

Review from verified client

November, 2023

Overall

Advice

Service

Value

Based in Essex

What were the circumstances that caused you to initially look for an adviser?

Looking for best possible mortgage.

How has Ben Agar-Hutton helped you?

He checked possible option for me and advised one.

Have you seen the outcome you were hoping for?

The outcome was satisfacionary

What could they have done better?

Probably nothing in this hard times.

Review from verified client

November, 2023

Overall

Advice

Service

Value

Based in Essex

What were the circumstances that caused you to initially look for an adviser?

Our mortgage fixed term had come to an end so we needed to look into remortgaging

How has Ben Agar-Hutton helped you?

He has advised us throughout and if we had any queries he was very quick to figure out what we needed to do and respond

Have you seen the outcome you were hoping for?

Yes we are very pleased with the outcome

What could they have done better?

Nothing, we were very happy with everything they did for us.

First impression from a user who is not yet a client

November, 2023

Overall

Please provide a brief comment about your experience with Ben

Ben has been absolutely brilliant every step of the way since we started working with him around a year ago. He's helped us take realistic decisions and look at the financial impact of these, worked with us to discuss the best products and services for our needs, and gives a blunt and impartial perspective which we so often need. A pleasure to work with and I'd highly recommend him for his patience, insight and just for generally being great!

Review from verified client

November, 2023

Overall

Advice

Service

Value

Based in Essex

What were the circumstances that caused you to initially look for an adviser?

Looking to purchase new property and we have a limited company

How has Ben Agar-Hutton helped you?

Ben has a wealth of knowledge and a clam and assured approach - we were very happy with his services

Have you seen the outcome you were hoping for?

Yes

Review from verified client

August, 2023

Overall

Advice

Service

Value

Based in West Sussex

What were the circumstances that caused you to initially look for an adviser?

Purchase of property

How has Ben Agar-Hutton helped you?

Provided advice and support about the process

Have you seen the outcome you were hoping for?

Yes

What could they have done better?

n/a He was great!

Review from verified client

August, 2023

Overall

Advice

Service

Value

Based in Essex

What were the circumstances that caused you to initially look for an adviser?

I was in need of mortgage protection

How has Ben Agar-Hutton helped you?

He explained to me my options and helped select the best option to suit my circumstances

Have you seen the outcome you were hoping for?

Yes

First impression from a user who is not yet a client

April, 2023

Overall

Please provide a brief comment about your experience with Ben

We had a useful conversation. Thank you.

Review from verified client

January, 2023

Overall

Advice

Service

Value

Based in London

What were the circumstances that caused you to initially look for an adviser?

Just generally searching, no particular reason other than trying to get my finances in order.

How has Ben Agar-Hutton helped you?

Absolutely. Really helpful and informative discussion.

Have you seen the outcome you were hoping for?

Yes.

What could they have done better?

Nothing. Ben is a real professional and I greatly appreciated his advice.

First impression from a user who is not yet a client

November, 2022

Overall

Please provide a brief comment about your experience with Ben

He listened to my long-term goals and recommended some financial products in line with those goals. There was no heavy selling or pressure to commit, which was refreshing.

Ben's reply

Thank you for your review. I look forward to helping you next week.

Review from verified client

November, 2022

Overall

Advice

Service

Value

Based in Essex

What were the circumstances that caused you to initially look for an adviser?

We were looking to fix our mortgage rate in light of the rising interest rates

How has Ben Agar-Hutton helped you?

Ben talked us through all the available options, which helped us to find the best deal for our situation

Have you seen the outcome you were hoping for?

Yes, we have secured the mortgage we wanted at a rate we are happy with

What could they have done better?

No comment - Ben was responsive and helpful at every stage

Ben's reply

Thank you Matt for your review. I hope I can help you again in the future.

Review from verified client

November, 2022

Overall

Advice

Service

Value

Based in Essex

What were the circumstances that caused you to initially look for an adviser?

Myself and my wife were working with an FA and Mortgage Broker for the past 5 years. It was coming up to a remortgage and our previous broker would take 4-6 months only to present a very unsatisfactory offer. We turned to Ben for help where we immediately felt he was looking out for our best interest and communication was second to none.

How has Ben Agar-Hutton helped you?

Within 5 weeks we had the best fixed rate we could have asked for and more money in our account then we were initially told. It allowed us to complete everything we needed to and reinvest the money in areas that have been very profitable.

Have you seen the outcome you were hoping for?

Absolutely. It was more than we expected and we recommend Ben's services to whomever is searching for anything mortgages.

What could they have done better?

In terms of a remortgage i dont think there could have been anything better. It went smoothly, communication was always there and we achieved more than initially anticipated.

Ben's reply

Thank you for your review Nathan. I look forward to continuing to work with you both.

Review from verified client

October, 2022

Overall

Advice

Service

Value

Based in London

What were the circumstances that caused you to initially look for an adviser?

I was looking to purchase my first property.

How has Ben Agar-Hutton helped you?

Ben has been fantastic throughout the process! I approached him a few months before I started viewing properties, he was really helpful and provided me a lot of insights into the housing markets. He remained professional but also had a very personal approach.

Have you seen the outcome you were hoping for?

Yes! I have brought my first property and the whole process went really smoothly. Ben was an integral part of the whole purchase process. He gave me guidance on putting an offer through, deposits needed, extra expenses, mortgage products to consider.

Ben's reply

Thank you for your review Grace.

Review from verified client

October, 2022

Overall

Advice

Service

Value

Based in Surrey

What were the circumstances that caused you to initially look for an adviser?

We were buying our first home and needed a mortgage adviser.

How has Ben Agar-Hutton helped you?

Ben helped us every step of the way when purchasing our first home. He gave excellent advice and we felt that he really got to know us and what we wanted from our mortgage. There is so much to know and learn and he was very patient and helpful with our many questions. We could not have asked for a better adviser to help us through such a big decision.

Have you seen the outcome you were hoping for?

Yes, definitely.

What could they have done better?

Nothing

Ben's reply

Thank you, Charlotte.

Review from verified client

October, 2022

Overall

Advice

Service

Value

Based in Surrey

What were the circumstances that caused you to initially look for an adviser?

Buying my first house

How has Ben Agar-Hutton helped you?

Ben helped my girlfriend and I understand our borrowing capability and what mortgage would be right for us.

Have you seen the outcome you were hoping for?

Yes, absolutely.

What could they have done better?

Nothing, Ben was genuinely fantastic throughout the whole process

Ben's reply

Thank you Jordy. And as always thank you for the friends and family, that you have referred my services to.

Review from verified client

October, 2022

Overall

Advice

Service

Value

Based in Essex

What were the circumstances that caused you to initially look for an adviser?

First time buyer at the time who was looking for the best rate on the market & best deal for me

How has Ben Agar-Hutton helped you?

Fantastic to work with. Swift responses and a very strong understanding of the products available and helped lock in the best rate possible whilst helping to handle the negotiation with the entire chain

Have you seen the outcome you were hoping for?

Yes. 5*. Secured our dream starter home & working with him again now to secure our second deal

What could they have done better?

Occasionally not being available for a few days but busy periods happen so completely understandable

Ben's reply

Thank you for your kind words. I look forward to getting this next property over the line with you.

Review from verified client

October, 2022

Overall

Advice

Service

Value

Based in Berkshire

What were the circumstances that caused you to initially look for an adviser?

I found myself needing to remortgage as my previous fixed rate was coming to an end

How has Ben Agar-Hutton helped you?

Ben and his team helped me massively by getting my mortgage application through in double quick time. In doing so we were able to secure a much better rate before the banks reacted to the rise in interest rates.

Have you seen the outcome you were hoping for?

Yes

What could they have done better?

There was nothing Ben or his team could have done any better, the entire process was faultless

Ben's reply

Thank you Richard. Now you don't need to worry about your mortgage for many years!

Repeat review from verified client

July, 2022

Overall

Advice

Service

Value

Based in Essex

This review is a follow-up review from a client who left a review previously.

How has Ben Agar-Hutton helped you since your last review?

I was given options which works better for me and my family along with making savings on our policies while also adding extra value for money.

Review from verified client

May, 2022

Overall

Advice

Service

Value

Based in Suffolk

What were the circumstances that caused you to initially look for an adviser?

We were looking for a mortgage broker and found Ben that way. After speaking with him we decided to ask for financial advice too.

How has Ben Agar-Hutton helped you?

He organised our mortgage, advised on different insurances and protections and thought about things we wouldn't have. He listened to our needs and future plans and helped us to achieve them.

Have you seen the outcome you were hoping for?

Yes.

What could they have done better?

Nothing, highly recommend.

Review from verified client

December, 2021

Overall

Advice

Service

Value

Based in London

What were the circumstances that caused you to initially look for an adviser?

I wanted to look into how I could best increase my savings and to see whether my investment profile and retirement plan were sensible.

How has Ben Agar-Hutton helped you?

He was fantastic and gave me lots of advice and support. One particular area was reviewing my risk profile to see whether my investment approach matched my perception of risk and my plans for the future. He was incredibly helpful.

Have you seen the outcome you were hoping for?

Yes, absolutely.

What could they have done better?

Absolutely nothing. I would highly recommend Ben for anyone looking to take up financial advice services.

Repeat review from verified client

October, 2021

Overall

Advice

Service

Value

Based in Essex

This review is a follow-up review from a client who left a review previously.

How has Ben Agar-Hutton helped you since your last review?

Ben has also discussed insurance options

Review from verified client

September, 2021

Overall

Advice

Service

Value

Based in Essex

What were the circumstances that caused you to initially look for an adviser?

Access to the best rates and discuss financial planning

How has Ben Agar-Hutton helped you?

Fact finding, listening and helping get to the right decision.

Have you seen the outcome you were hoping for?

Yes

What could they have done better?

Consider the time between applying for the mortgage and exchanging on the size of mortgage. I have a slightly larger mortgage than I finished with as a result.

Review from verified client

August, 2021

Overall

Advice

Service

Value

Based in Essex

What were the circumstances that caused you to initially look for an adviser?

Mortgage and bridging loan advice

How has Ben Agar-Hutton helped you?

I had an informal first chat with Ben where he gave me a lot of good advice over the phone without being charged for it, even though that advice was detrimental to Ben's own business. I will certainly consider Ben again for any future mortgage requirements.

Have you seen the outcome you were hoping for?

Yes

What could they have done better?

Nothing

Review from verified client

August, 2021

Overall

Advice

Service

Value

Based in Essex

What were the circumstances that caused you to initially look for an adviser?

I looked for a financial advisor as I understand that they will have a level of knowledge in this specialised area that I do not possess.

How has Ben Agar-Hutton helped you?

Ben was able to help as he was able to take the time and care to understand the requirements that my partner and I had for the mortgage application. He was also very responsive to communications even outside of the usual 9-5.

Have you seen the outcome you were hoping for?

Yes, we have successfully applied and been accepted for an offer on our first home!

Repeat review from verified client

July, 2021

Overall

Value

Service

Advice

Based in Essex

This review is a follow-up review from a client who left a review previously.

How has Ben Agar-Hutton helped you since your last review?

He has provided advise on renewing mortgages and what the best option is.

Repeat review from verified client

June, 2021

Overall

Advice

Service

Value

Based in Essex

This review is a follow-up review from a client who left a review previously.

How has Ben Agar-Hutton helped you since your last review?

Since we reviewed and changed our life insurance policy we’ve also looked at and switched mortgage providers.

Review from verified client

June, 2021

Overall

Advice

Service

Value

Based in Essex

What were the circumstances that caused you to initially look for an adviser?

Purchase of a buy-to-let property

How has Ben Agar-Hutton helped you?

Ben listened carefully to our circumstances, gave clear and helpful advice, and found us an excellent value mortgage with no hassle on our part at all.

Have you seen the outcome you were hoping for?

Very much so.

What could they have done better?

Nothing!

Review from verified client

June, 2021

Overall

Advice

Service

Value

Based in Essex

What were the circumstances that caused you to initially look for an adviser?

First time buyer

How has Ben Agar-Hutton helped you?

Helped us get a mortgage in principle and advised us on the buying process.

Have you seen the outcome you were hoping for?

Yes

Review from verified client

May, 2021

Overall

Advice

Service

Value

Based in Essex

What were the circumstances that caused you to initially look for an adviser?

Looking for our first home

How has Ben Agar-Hutton helped you?

We found Ben after looking for local people in the area and he helped us find a mortgage that was right for us as young home owners. We cannot fault him and his advice and we would definitely recommend.

Have you seen the outcome you were hoping for?

Yes, we found a suitable mortgage and the insurance and protection that’s affordable for us and saved us time in having to look around ourselves.

What could they have done better?

N/A

Review from verified client

April, 2021

Overall

Advice

Service

Value

Based in Essex

What were the circumstances that caused you to initially look for an adviser?

I needed advise on purchasing second property

How has Ben Agar-Hutton helped you?

Ben delivered a top service, excellent communication and more important than anything, Ben did what he said he would do in the agreed time frames. Actually he well exceeded the time frames

Have you seen the outcome you were hoping for?

Yes- mortgage approved very promptly

What could they have done better?

Nothing at all. We were very satisfied

Review from verified client

April, 2021

Overall

Advice

Service

Value

Based in Essex

What were the circumstances that caused you to initially look for an adviser?

We wanted impartial advice and guidance on getting a mortgage.

How has Ben Agar-Hutton helped you?

Ben advised us on our mortgage options and thought outside the box to get us the best outcome. He was always available, friendly and took the time to listen to what we wanted before making it happen, which he did.

Have you seen the outcome you were hoping for?

Yes, Ben found us more than what we had hoped for and we are very grateful for his help and advice.

What could they have done better?

Nothing

Review from verified client

January, 2021

Overall

Advice

Service

Value

Based in Essex

What were the circumstances that caused you to initially look for an adviser?

Moving house

How has Ben Agar-Hutton helped you?

Helped us find the right mortgage for us and helped us though a difficult time with professionalism.

Have you seen the outcome you were hoping for?

Yes

What could they have done better?

N/a

Review from verified client

December, 2020

Overall

Advice

Service

Value

Based in Essex

What were the circumstances that caused you to initially look for an adviser?

I was initially looking at BTL mortgages then then switched to normal residential mortgage.

How has Ben Agar-Hutton helped you?

He went above and beyond to help us get our mortgage. He walked us through the process, and really helped us chasing the bank multiple times a day.

Have you seen the outcome you were hoping for?

Yes, absolutely.

What could they have done better?

Nothing. He did more than the other advisors I have working on the house purchase.

Review from verified client

December, 2020

Overall

Advice

Service

Value

Based in Essex

What were the circumstances that caused you to initially look for an adviser?

I needed a mortgage

How has Ben Agar-Hutton helped you?

He helped find me a mortgage even though I had a past arrears

Have you seen the outcome you were hoping for?

Yes! Got a mortgage!

Review from verified client

October, 2020

Overall

Advice

Service

Value

Based in Essex

What were the circumstances that caused you to initially look for an adviser?

Was looking for new mortgage

How has Ben Agar-Hutton helped you?

Ben helped us get a mortgage for buying a new home

Have you seen the outcome you were hoping for?

Yes, Ben was extremely helpful and clearly knows his stuff. I would recommend anyone to speak to Ben as you will realise you have a well qualified person to help.

What could they have done better?

Everything was great. Fully confident in everything that was done and I felt very reassured through the whole process.

Review from verified client

September, 2020

Overall

Advice

Service

Value

Based in Essex

What were the circumstances that caused you to initially look for an adviser?

buying a new house, needing the best possible deal mortgage wise.

How has Ben Agar-Hutton helped you?

Sorted out mortgage and got the best possible deal there was for us.

Have you seen the outcome you were hoping for?

yes we are now in our new home and very happy.

What could they have done better?

Honestly, nothing, ben was spot on and always there to answer questions and advise

Review from verified client

September, 2020

Overall

Advice

Service

Value

Based in Essex

What were the circumstances that caused you to initially look for an adviser?

needed buy to let mortgage

How has Ben Agar-Hutton helped you?

guiding me through and helping with buy to let mortgage

Have you seen the outcome you were hoping for?

yes

First impression from a user who is not yet a client

August, 2020

Overall

Please provide a brief comment about your experience with Ben

We both seemed to be on the same wave length and he understood our situation and our needs and was able to advise and explain our possibilities clearly.

First impression from a user who is not yet a client

August, 2020

Overall

Please provide a brief comment about your experience with Ben

Nothing is ever too much trouble for Ben, my case has been particularly awkward but Ben has provided a friendly and efficient service throughout.

First impression from a user who is not yet a client

August, 2020

Overall

Please provide a brief comment about your experience with Ben

Ben has been outstanding mortgage adviser throughout our mortgage application process. He was always there to explain and clear our confusion and queries which gave us peace of mind.

First impression from a user who is not yet a client

August, 2020

Overall

Please provide a brief comment about your experience with Ben

Thanks so much Ben for your help next week. Ben was helpful, clear and generous with his time. It's much appreciated.

First impression from a user who is not yet a client

August, 2020

Overall

Please provide a brief comment about your experience with Ben

Ben was courteous, proffessional and punctual at all times during our interactions. He took as long as we needed to explain things clearly to us, and followed up in a very timely fashion. He explained what his thought process was throughout and what he was doing in terms of research and filling in documents. No question was unanswered and everything was explained perfectly to our understanding. Thanks Ben

Ben's reply

Thank you. I look forward to working with you in the future.

First impression from a user who is not yet a client

August, 2020

Overall

Please provide a brief comment about your experience with Ben

I contacted Ben to discuss a complex financial situation and I needed some advice or guidance to understand what my options were. Ben was excellent in understanding the details of my situation and was equally quick in communicating his recommendations along with a number of options in a clear and easy to understand language, Ben was also very honest as some options didn't necessarily result in business for himself immediately. Although this time I didn't proceed further with Ben, I have no doubt that I will be in touch with Ben for help when I am able to proceed further on my situation.

Ben's reply

Thank you for your kind words. I look forward to doing business with you in the future.

First impression from a user who is not yet a client

August, 2020

Overall

Please provide a brief comment about your experience with Ben

We are very lucky to have someone like Ben to sort out our mortgage. I can 100% say that he has got the strong professional experience which you need for your successful application. He is a nice , friendly and approachable .I really enjoyed using his fantastic service and It's highly recommended .

Ben's reply

Thank you very much. Its a pleasure working with you.

First impression from a user who is not yet a client

August, 2020

Overall

Please provide a brief comment about your experience with Ben

Responded quickly to queries and offered the service to meet my needs

Ben's reply

Thank you! I hope to get you the required mortgage soon!

First impression from a user who is not yet a client

August, 2020

Overall

Please provide a brief comment about your experience with Ben

Very helpful and knowledgeable will 100% be using Bens services in the future

Ben's reply

Thank you for your kind words! Look forward to working with you in the furture.

Review from verified client

July, 2020

Overall

Advice

Service

Value

Based in Hertfordshire

What were the circumstances that caused you to initially look for an adviser?

A mortgage for a purchases in a new area, Ben was recommend by the estate agent who was showing us houses.

How has Ben Agar-Hutton helped you?

Ben was amazing, he even travelled to our home, which was about an hour drive away to assist us. Ben is based in the area we were looking to buy, but we didn't have time to see him and view houses, so we can to us, after working hours and on the weekend. Ben has also since assisted us with Life/Criteria care insurance. We found this very confusing and with a child with ill health, Ben again came to our home and talks us through the jargon, explained the difference. Ben was directly about the best option for death (either of us), ill health, and made us look at the bigger picture, which I don't think people do.

Have you seen the outcome you were hoping for?

Yes, he got us the mortgage and best deal.

What could they have done better?

Nothing at all actually. He was honest and reliable. Explained everything we needed, and happily explained it again, if we didn't get it. Travelled to our home, which is not local.

Review from verified client

July, 2020

Overall

Advice

Service

Value

Based in Essex

What were the circumstances that caused you to initially look for an adviser?

Moving to a new house

How has Ben Agar-Hutton helped you?

Ben sorted our new mortgage out to make the move happen .

Have you seen the outcome you were hoping for?

Yes

What could they have done better?

Nothing

Review from verified client

July, 2020

Overall

Advice

Service

Value

Based in Essex

What were the circumstances that caused you to initially look for an adviser?

Getting a mortgage

How has Ben Agar-Hutton helped you?

Advising me on the best products out there to suit my needs

Have you seen the outcome you were hoping for?

Yes

What could they have done better?

Nothing

Review from verified client

July, 2020

Overall

Value

Service

Advice

Based in Essex

What were the circumstances that caused you to initially look for an adviser?

We were looking to change our mortgage provider and wanted to see what options were available for a longer fixed term

How has Ben Agar-Hutton helped you?

Ben looked at options that we wouldn't have been able to see ourselves online. He also helped us to decided on wether to take a 2 or 3 year fixed rate and the pros and cons for both.

Have you seen the outcome you were hoping for?

We have a mortgage term which is fixed for 3years which is what we wanted at a price that is no different from our previous mortgage deal.

Review from verified client

June, 2020

Overall

Advice

Service

Value

Based in Essex

What were the circumstances that caused you to initially look for an adviser?

Myself and my wife had an exsisting 15 year policy in place linked to our mortgage which needed updating in many areas due to changes over those years.

How has Ben Agar-Hutton helped you?

Appealing policies which more than met our requirements were presented to us at no extra monthly outlay than we had already be paying

Have you seen the outcome you were hoping for?

Once we had chosen the ideal policy the process of implementing it was seamless.

Review from verified client

June, 2020

Overall

Advice

Value

Service

Based in Essex

What were the circumstances that caused you to initially look for an adviser?

Looking for a mortgage

How has Ben Agar-Hutton helped you?

Found a solution i would not of known without his expertise.

Have you seen the outcome you were hoping for?

Yes.

What could they have done better?

Absolutely genuinely no suggestions to give.

Review from verified client

June, 2020

Overall

Advice

Service

Value

Based in Kent

What were the circumstances that caused you to initially look for an adviser?

Mortgage deal ended

How has Ben Agar-Hutton helped you?

He identified the deal that suited my circumstances

Have you seen the outcome you were hoping for?

Yes the mortgage was secured in a very timely fashion

What could they have done better?

Nothing I received an excellent service

Review from verified client

June, 2020

Overall

Advice

Service

Value

Based in Essex

What were the circumstances that caused you to initially look for an adviser?

Needed a mortgage and was time to review insurance policies.

How has Ben Agar-Hutton helped you?

Ben was great in exploring our options and answering our questions. He listened to what we needed and focused on that, giving us choices.

Have you seen the outcome you were hoping for?

Yes.

What could they have done better?

Ben is just great- he is very patient and there’s no such thing as a silly question with him. Highly recommend him.

Review from verified client

June, 2020

Overall

Advice

Service

Value

Based in Essex

What were the circumstances that caused you to initially look for an adviser?

We were coming up to renewal with our current mortgage company and even though we were looking to mortgage with our existing provider we wanted to discuss the options.

How has Ben Agar-Hutton helped you?

He was able to show us the various mortgage rates within the whole market, and then provide advice relating to the upcoming BREXIT situation and how this may affect the market. He also discussed with us our life insurance, and was surprised how little I had initially thought about it. For example, prior to that conversation I hadn't really considered critical illness cover or insurance which also covered our children getting sick.

Have you seen the outcome you were hoping for?

Yes! Even though we stated with our provider we were able to get a better rate than if we went direct.

What could they have done better?

Nothing really - we got our mortgage renewed at a better rate with no hassle.