Your Right to Choose a Mortgage Broker

What the Latest Property Ombudsman Guidance Means for You

At Thomas Oliver, we believe every home buyer should feel informed, confident and in control when arranging their mortgage and have access to a professional mortgage broker for their own personal mortgage advice.

The latest guidance from The Property Ombudsman (TPO) reinforces an important principle that supports this: you are entirely free to choose your own mortgage broker, and no estate agent can make your offer dependent on using their in‑house services. 

This reminder is particularly valuable at a time when many buyers still feel pressured or uncertain about what they are entitled to during the home‑buying process.

Understanding Your Right to Choose Your Own Mortgage Broker

TPO’s guidance makes it clear that conditional selling, where an estate agent implies that your offer will only be considered if you use their recommended broker or solicitor, is not permitted under its Codes of Practice. 

Estate agents must pass all offers to the seller promptly and without bias, and they must treat buyers fairly regardless of whether they choose to use the agent’s associated services. 

If an agent suggests that your offer will be disadvantaged unless you use their mortgage broker, you are fully entitled to decline and still expect honest communication and fair treatment throughout the transaction.

What the Property Ombudsman Says About Conditional Selling

The Property Ombudsman has highlighted that buyers must never feel pressured into using an estate agent’s in‑house mortgage broker or solicitor. Any suggestion that your offer will be delayed, deprioritised or rejected unless you use their preferred services is considered unacceptable. 

This guidance protects buyers from unfair influence and ensures that the home‑buying process remains transparent and impartial.

Why Many Buyers Prefer a Mortgage Broker

Many buyers choose to work with a mortgage broker rather than an estate agent or directly with specific lenders, because it allows them to receive advice that is focused on their own financial circumstances. A Thomas Oliver mortgage broker can access a broad range of lenders, and we will explain the scope of the lenders we work with before providing any advice. 

This approach ensures that you understand the options available to you and can make decisions with confidence. It also means you receive clear information about any fees or charges before you proceed, which is a requirement under UK mortgage advice regulations.

As Burcu Kaya, Mortgage in Enfield Town, North London, explains:

“At Thomas Oliver we believe mortgage advice should be as individual as the people we help. Choosing your own mortgage broker means you’re in control of the advice you receive, so we can focus entirely on finding the product that suits your needs.” 

This reflects our commitment to transparent, client‑centred guidance at every stage of your property journey.

What to Do If You Feel Pressured by an Estate Agent

The Property Ombudsman’s reminder is timely and empowering. It reinforces that you have the right to make your own choices when arranging finance for your home, without undue pressure or conditions imposed by a third party. 

If you ever feel uncomfortable with how a recommendation is presented by an estate agent, it is important to trust your instincts and seek advice from a qualified professional who understands your priorities and will act in your best interests.

Choosing the Right Mortgage Broker for Your Home‑Buying Journey

Buying a home should be an exciting and positive experience, and securing the right mortgage is a crucial part of that journey. 

At Thomas Oliver, we are here to guide you with clarity, care and expertise, helping you explore your options and make informed decisions. If you are ready to discuss your mortgage needs with an adviser who puts your circumstances first, we would be delighted to support you.

Let’s take the next step together toward finding the right mortgage for you.

YOUR HOME MAY BE REPOSSESSED IF YOU DO NOT KEEP UP REPAYMENTS ON YOUR MORTGAGE.

Thomas Oliver UK LLP is an appointed representative of The Openwork Partnership, a trading style of Openwork Limited which is authorised and regulated by the Financial Conduct Authority.

Approved by The Openwork Partnership on 20/3/2026.