Gatehouse Bank Reviews 

I am extremely disappointed with Gatehouse Bank. I initially had a BOS account as my nominated account, but since I wanted to fund another project, I decided to add a Revolut account as a new nominated account. The system accepted and approved it, and I even received a passcode by post to activate it. However, when I tried to activate it online, there was no option in the system to enter the passcode, unlike with my first nominated account. I called customer service for help, and after taking my details, the representative asked which account I was adding. As soon as I mentioned Revolut, she told me they don’t accept Revolut accounts; completely ignoring the fact that the system had already approved it and issued an activation passcode. This shows a clear lack of internal consistency and professionalism.

I then offered to use my Monzo account instead. The representative confirmed that Monzo was acceptable, took my details, and added the account, assuring me I would receive a passcode to activate it. However, when I received the passcode, the account was not listed in the system at all.

These repeated errors, poor communication, and unprofessional handling of my account wasted my time and demonstrated a serious lack of competence. I cannot trust Gatehouse Bank to manage funds responsibly and strongly advise potential customers to exercise caution.

Update:

Because of this frustrating experience and the repeated mishandling of my account, I have requested for my account to be closed.

Had a very good experience with Gatehouse Bank so far with regards to the HPP. Our financial advisor (Rana Faza) was very professional and accessible throughout, always clarifying doubts and updating us with progress. I gave 4 star as oppossed to 5 because the documentation submission process was quite frustrating as there was a lot of back and forth when it didn't have to be. Although it was anxiety inducing, it sort of was reassuring that the process was thorough. As a bank offering Shariah compliant service, i am just glad the service is available.

An application has just been submitted for me and I have been working with Suzette.

Suzette provided exceptional support throughout my Sharia-compliant home finance process. She made the entire experience much easier by keeping me well informed at every stage and ensuring I fully understood each step. Her responsiveness and attention to detail were greatly appreciated, and she consistently took the time to address all of my questions clearly and efficiently.

Mortgage applications are notoriously difficult, but we had a really good experience this time around. I'd recommend requesting Shaz Essa if you can, she broke everything down for us to make it as straightforward and quick as possible.

We worked with Suzette as our adviser, and she was great with communication and very professional. I will definitely recommend Gatehouse and Suzette. Just make sure you have all your statements and documents ready before applying, and allow plenty of time, as the process can take a few weeks.

Hi recently opted for hpp with gatehouse bank .my advisor was Aisha she was very patient and made sure the process is smooth.the process is time consuming but I am satisfied with the hhp plan .

I had an excellent experience working with Shaz Essa, my home finance advisor at Gatehouse Bank. From the very beginning, Shaz was professional, approachable, and incredibly knowledgeable. She took the time to understand my needs and explained all the available options clearly, ensuring I felt confident at every stage of the process.

What stood out most was her prompt communication and attention to details.

I truly appreciate her support and expertise, and I would not hesitate to recommend Shaz to anyone looking for reliable and efficient home finance advice.

I've applied for the HPP with Gatehouse. Though the process takes a bit of time, it's straight forward. Maybe I would recommend to increase the capacity to ensure requests are being expedited faster, but other than everything this is what I look for a Shariah Compliant Solution that it's inline with my faith and my principles.

Mohammed Fiaz was my advisor and he was really helpful and responsive as well.

May Allah accept my intention and continue to bless me with rizk and barakah.

Jazak Allah

We recently worked with Gatehouse Bank and our experience was outstanding. Our finance adviser, Rana Feza, was incredibly helpful and knowledgeable. She guided us through every step of the process with great professionalism, explained everything clearly, and managed everything smoothly without putting any pressure on us. Thanks to her expertise and support, the whole experience was stress-free. We’re very grateful to Rana Feza and highly recommend Gatehouse Bank for their excellent service.

Mohammed Fiaz was very professional and informative however he failed to mention their strict lending criteria in terms of the location of the property being purchased. Once I paid their application fee and survey fee I was shocked to be advised that the survey had returned a nill value for the property due to no evidence of owner occupier demand!!! I appealed this and got the same result, my main issue here is Gatehouse were aware of the property being purchased and had access to tools like street check so should have advice in advance or at least made clear there policy around where a house can be purchased. I am now £400+ out of pocket, feels like a scam company disguised as professionals. Avoid at all costs. Also very slow took around 4 weeks just for an offer!!!

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!