Questions about their market access

"Are you whole-of-market?"
The most important question. A whole-of-market broker can access every lender in the UK, including exclusive broker-only rates. A panel or tied broker is limited. If they're not whole-of-market, ask exactly which lenders they can access and which they can't.

"Are you independent or tied to any lender or product provider?"
Related to the above. The answer should be "independent" — meaning their recommendations are based purely on what's right for you, not on any arrangement with a specific lender.

Questions about their qualifications and experience

"What qualifications do you hold?"
Every mortgage broker must hold a Level 3 Certificate in Mortgage Advice and Practice (CeMAP) as a minimum. Some hold higher qualifications. Ask to see their FCA authorisation or verify it yourself at register.fca.org.uk.

"How much experience do you have with situations like mine?"
If you're self-employed, have adverse credit, need a large loan, are buying a non-standard property, or have any complexity in your situation — ask specifically about their experience with cases like yours. A specialist who handles your type of case regularly will know exactly which lenders to approach and how to present your application.

Questions about their fees

"How do you charge, and how much?"
Understand the fee structure before you start. Fee-free brokers earn commission from the lender. Fee-charging brokers charge you directly (flat fee, percentage, or hourly). Both structures can work well — you just need to know what you're getting.

"When is the fee payable, and is it refundable if the application isn't successful?"
Know when you'll be charged and under what circumstances you'd get a refund. Most brokers charge at mortgage offer stage; some charge a non-refundable booking fee upfront.

"Do you receive commission from the lender in addition to any fee you charge me?"
Brokers are required to disclose this. Knowing the full picture helps you assess any potential conflicts of interest.

Questions about the process

"How will you communicate with me throughout the process?"
What's the primary contact method — phone, email, portal? How quickly do they respond? Who will you be dealing with — the adviser directly, or a support team?

"How long do you expect the process to take?"
For your specific type of application with your situation. This helps you plan around the expected timeline.

"Which lender will you recommend, and why?"
Ask why they're recommending a specific lender and product. They should be able to explain clearly why it's the most suitable product for your circumstances — not just that it has a good rate.

Red flag answers to watch for

Getting clear, confident answers to these questions before you start is the best way to ensure you're working with the right broker. Nesto matches you with FCA-regulated, whole-of-market brokers who are transparent about all of the above from the first conversation.