Gatehouse Bank Reviews 630

I would like to thank Ary Jaff for his excellent hands-on support in securing my Islamic mortgage with Gatehouse Bank. From start to finish, Ary has been professional, responsive, and dedicated, ensuring the process went smoothly. With his guidance, I successfully received my offer, which is now with my conveyancer for completion.

Ary’s commitment and service have been outstanding, and I truly appreciate his efforts in making what could have been a stressful process much easier. Well done Ary, and thank you again for your dedication and support.

Mohammed Fiaz was a great advisor and made the complicated process feel a lot simpler. He was always available to support and explained things in great detail to help us complete the purchase of our first house.

Thank you to the GHB team and specially to Rana Faza for outstanding support throughout our mortgage process over the past three months. The turnaround was exceptional and truly deserves special recognition.

We could clearly see how much effort Rana put in to support us, and it didn’t go unnoticed. Thank you for always being just a phone call away.

Rana's dedication, responsiveness, and professionalism made the entire journey smooth and stress-free. She is a fantastic team player and a real asset to Gatehouse Bank.
Always go for Rana if considering Gatehouse - she helps speed the process qay quicker than any other big islamic mortgage players in the market.

Thanks again Rana!

Our experience with Gatehouse has been misleading, unprofessional and extremely disappointing. We were misguided 2 times over the phone in relation to how soon an initial call would be made, only to finally be told (after initiating contact on our end again) that the appointment would take over 2 more weeks. There should have been email confirmation (at the very least) to acknowledge that our documents were under review. Instead, we had to chase and chase to get anywhere.

It is unprofessional to tell your clients that calls will be made 'shortly' or 'soon' only to be left in the dark and given varying answers when queried. The process of buying a home is already stressful, it is made worse when there is no email or telephone confirmation. We submitted the documentation upon receiving an offer (as per their instructions), which in itself is extremely time-sensitive. Our first contact on their end after emailing the support team was to tell us that the process will be delayed as their workload was heavy, which did not inspire any confidence.

Luckily, we managed to get a call scheduled with StrideUp, another Islamic alternative, who have given us the complete opposite treatment.

I hope that in future you do not mislead your potential clients and offer more attention to detail and a more personal approach.

Suzette was great! She had amazing customer service, whenever I had any questions she would reply immediately, I’m glad she was our advisor and would definitely recommend her to others!

From the very onset (with Tina Bowels) of the conversation until the whole process was closed (with Suzette Brivett), I would just use one word, "Superb!" Gatehouse Bank personnel have been amazingly Superb!

There were quite a few instances where we were stuck but Suzette Brivett was always there until the very end. She helped by explaining the process, clarifying the requirements, establishing requirements, verifying the requirements from all perspectives and clearing the bottlenecks with all stakeholder (both internal and external) teams. I just can't appraise Suzette enough. She is a GEM of a professional who goes beyond her scope, eventually ensuring that the job at hand is done, the customer is happy and the organization (Gatehouse Bank) gets the business. She has a hat but wears shoes that demand the situation. Hail Suzette, a complete Pro!

Suzette was amazing throughout the whole process.
She went above and beyond for me and my wife as we were under a tight deadline to complete. I echo other comments that she is incredibly professional and trustworthy. 1000/10 service - highly recommend.

First time buyers looking to utilise HPP product. Gatehouse were very busy and a little slow to get to the initial welcome call, but once we had the welcome call the rest of the application through to getting a finance offer was really smooth with no issues whatsoever. Our agent Shaz Essa was great from the start through to getting a finance offer. She was highly professional, explained everything thoroughly, supported us through the application and was quick to respond to any queries via email. Would highly recommend gatehouse going forward to anyone looking to purchase a house using a shariah compliant HPP.

Islamic mortgage but at a price!

I took out an Islamic mortgage with this company as one of the few providers in the UK. We chose to pay much higher rates than the market to remain halal.

However, my advice is to check EVERYTHING twice and three times that the company sends you.

I don't know if it is incompetence or deliberate, but when renewing my mortgage, I specifically requested a product and gave them the code. I was reassured in writing that I qualified for it. Then I was sent the wrong documents. I noticed the first time and they apologised and resent. The second time I signed the documents but I did not notice that they again sent me a much higher rate (the code for the product is not on the document for me to check and the product has exactly the same name).

Their complaint response was a 50 GBP voucher - for the thousands in extra interest I will pay over the years.

My second complaint: last year I tried to pay off some of the mortgage - within the 10 pct limit. Again, I checked EXACTLY how much I could pay without incurring a charge. I got written confirmation. I paid it off. Then 6 months later, I find out in my annual statement that I was charged and had this amount added to my mortgage and was paying interest on it.

This time the complaint result (which was raised by their own customer service who made the error,) was not even a apology. A mere: 'We are sorry you are disapointed in our service.' No compensation or confirmation that any interest I paid on the amount since it was added to my mortgage would be repaid.

If there was more competition in the Islamic mortgage market then I would leave in an instant.

However, I am now left with the choice of not taking a halal mortgage or contiunuing with a provider that is clearly taking advantage of its monopoly in the UK market for Islamic mortgages.

I am extremely disappointed with the service I received from Gatehouse — the entire process was frustrating, unnecessarily delayed, and handled with a complete lack of urgency or care.

From the outset, I made it clear that we were on a tight timeline and needed things to move quickly. Despite this, I had to wait a week and a half just for the initial call with Suzette — a call that could have easily been replaced by a simple online form. This delay was the first of many, and things only got worse from there.

Following that call, we had to wait another two weeks for an “application call,” which required a long list of documents. I did my part and provided every single document within the same day it was requested. Still, the process dragged on.

If you are using a gifted deposit, be warned: their process around this is completely excessive and overbearing. Our donor received their funds via inheritance, and yet we were asked to provide will documents and more — totally unnecessary and intrusive. Throughout this process, I emailed and called Suzette multiple times with no response. The lack of communication was appalling.

Then came the final insult: after paying the application fee, we were declined within two days with no explanation whatsoever. We later discovered on our own that the issue was tied to incorrect credit report information, where my husband’s twin brother’s name had mistakenly appeared on his report. If the underwriters had taken the time to properly review the report, they would have seen this clearly and given us the opportunity to resolve it. Instead, they didn’t bother — they simply dismissed it without a second thought.

Gatehouse knew from day one that we were only interested in halal mortgages, and this limited our options significantly. To be treated with such indifference and lack of care in spite of that is absolutely unacceptable.

To be clear: this company wasted our time, took our money, and failed to show any sense of responsibility or urgency throughout the entire process. I would absolutely not recommend Suzette — or Gatehouse — to anyone seeking a smooth, efficient, or respectful service.

We are extremely grateful for the outstanding support provided by Ms. Rana Faza during our house purchase process. She was exceptionally quick, responsive, and helpful in guiding us through the finance application. Her professionalism, made a real difference. It’s rare to find a bank in the UK offering Shariah-compliant finance, and we consider it a great opportunity. Ms. Rana’s dedication truly stood out and gave us confidence every step of the way. Highly recommended!

I’ve had a great experience working with Shaz Essa throughout my home purchase process. They were consistently clear, responsive, and patient in explaining the steps involved, especially as I was using a Sharia-compliant mortgage. Everything was handled smoothly and professionally. I wouldn’t hesitate to recommend her to anyone looking for trustworthy and knowledgeable financial advice.

From start to finish, Suzette turned what could have been a stressful mortgage process into a genuinely positive experience. She kept me informed at every milestone, patiently explained each step in plain English. Her professionalism is matched only by her warm, reassuring manner, and I always felt she had my best interests at heart. Thanks to Suzette’s dedication, I’m now happily settled, and I wouldn’t hesitate to recommend her—and Gatehouse—to friends and family. Five stars simply don’t seem enough!

This is the 2nd time we are dealing with Gatehouse bank. Big thanks to Fiaz, he made the process very easy for us, very professional guy.

I was bit nervous as a first time buyer, however, I am enjoying the process bit by bit. Thanks to Shaz Essa, who is supporting me step by step. I quite frankly thought the process would be utterly complicated and need professional help, however, so far my journey is well guided and supported by her excellent advice. Thanks gatehouse for making the process user friendly. Only one recommendation, please make the conveyance panel a bit wider, as experienced not all conveyance company is in your panel, but I think it’s a supply and demand issue. Hopefully you as a bank will do everything possible to reach out broader consumer. Many people are skeptic about Islamic finance, but I can tell them, you are less complicated and no nonsense.

Gatehouse Bank has exceeded my expectations in terms of the customer service provided and professionalism of their representatives . In particular , our adviser Suzette Brivett . Suzette has been responsive to our queries , very clear and efficient in her responses . Suzette has demonstrated a high level of attention to detail and has a very personable and friendly approach . I recommened those looking for a Shariah Compliant Mortgage to enquire with GHB and special thanks to Suzette for her support with our application !

I used Gatehouse bank for the purchase of my new home, Rana Faza has been amazing in providing regular updates and helping throughout the process.

Thank you Beth from completion's for your amazing service and pushing towards getting this completed.

Kind Regards,
Qasim Dad

This is the first time to use GH bank and Shaz has been fantastic with us, explained everything and helping through out the process.

I am using Gatehouse Bank for the purchase of my first home and am incredibly pleased with the process thus far. Undoubtedly, this is due to the excellent service provided by Shaz. I did feel like this would be a daunting experience, but her efficiency and clarity have made this an enjoyably smooth experience to date and I look forward to the next steps!