For the 2025 Finder Home Loan Customer Satisfaction Awards we surveyed Australian borrowers to find out which lenders offer the best customer service and are the most trustworthy.
Here are the results.
Macquarie Bank is the most loved home loan lender in the 2025 Finder Customer Satisfaction Awards. Macquarie Bank's investor and owner-occupier customers rated the bank highly across every category.
Macquarie Bank is the most loved home loan lender in the 2025 Finder Customer Satisfaction Awards. Macquarie Bank's investor and owner-occupier customers rated the bank highly across every category.
Loved Brand 
NAB came in as highly commended in the most loved lender category at this year's awards.
NAB came in as highly commended in the most loved lender category at this year's awards.
Westpac finished as a highly commended most loved lender across investor and owner-occupier lending.
Westpac finished as a highly commended most loved lender across investor and owner-occupier lending.
Macquarie Bank is Australia's most trusted overall lender. The bank got an overall trust score of 4.01.
Macquarie Bank is Australia's most trusted overall lender. The bank got an overall trust score of 4.01.
Trusted Brand
NAB also came highly commended in the most trusted lender category this year.
NAB also came highly commended in the most trusted lender category this year.
Westpac is Australia's third most trusted lender.
Westpac is Australia's third most trusted lender.
NAB took out this year's award for legendary service. NAB got a customer service score of 3.97.
NAB took out this year's award for legendary service. NAB got a customer service score of 3.97.
Quality Service 
Commonwealth Bank was the runner up in the customer service category. It got a score of 3.95 for service.
Commonwealth Bank was the runner up in the customer service category. It got a score of 3.95 for service.
Macquarie Bank also came in as a runner up for customer service with a score of 3.92.
Macquarie Bank also came in as a runner up for customer service with a score of 3.92.
Macquarie Bank won the customer satisfaction award for top value this year. The bank scored 3.98 for value.
Macquarie Bank won the customer satisfaction award for top value this year. The bank scored 3.98 for value.
Value
NAB was the runner up for top value lender with a score of 3.78.
NAB was the runner up for top value lender with a score of 3.78.
Westpac is the second runner up for value at this year's awards, finishing just behind NAB.
Westpac is the second runner up for value at this year's awards, finishing just behind NAB.
Commonwealth Bank had the top rated app. Owner-occupier and investor customers gave the CommBank app a score of 4.22.
Commonwealth Bank had the top rated app. Owner-occupier and investor customers gave the CommBank app a score of 4.22.
Highly Rated App
NAB had the second highest rating for its app among home loan customers. It got a score of 4.13.
NAB had the second highest rating for its app among home loan customers. It got a score of 4.13.
Macquarie Bank is also a runner up for its app this year.
Macquarie Bank is also a runner up for its app this year.
Macquarie Bank was the most recommended lender among all borrowers. About 87% of borrowers recommend the bank.
Macquarie Bank was the most recommended lender among all borrowers. About 87% of borrowers recommend the bank.
Recommended Brand
NAB was a highly recommended lender. 82% of home loan customers recommend NAB.
NAB was a highly recommended lender. 82% of home loan customers recommend NAB.
Westpac was the third most recommended home loan lender at this year's awards.
Westpac was the third most recommended home loan lender at this year's awards.
ING has been voted the most loved brand for owner occupier home loans in Australia. Its customers gave it an average score of 4.06 out of 5.
ING has been voted the most loved brand for owner occupier home loans in Australia. Its customers gave it an average score of 4.06 out of 5.
Loved Brand 
Bendigo Bank has placed as a highly commended loved brand for owner occupier home loans. Its customers rated it a still-impressive 4.03 out of 5.
Bendigo Bank has placed as a highly commended loved brand for owner occupier home loans. Its customers rated it a still-impressive 4.03 out of 5.
The second highly commended provider of owner occupier home loans according to its customers is Macquarie Bank. It was given a score of 3.92.
The second highly commended provider of owner occupier home loans according to its customers is Macquarie Bank. It was given a score of 3.92.
Bendigo Bank was voted the most trusted of all owner occupier home loan providers. Its customers gave it a score of 4.18 out of 5.
Bendigo Bank was voted the most trusted of all owner occupier home loan providers. Its customers gave it a score of 4.18 out of 5.
Trusted Brand
Not too far behind, ING was given a trustworthy score of 4.16 out of 5.
Not too far behind, ING was given a trustworthy score of 4.16 out of 5.
Macquarie Bank was also voted a trusted brand for its owner occupier home loans. Its customers gave it a score of 4.05 out of 5.
Macquarie Bank was also voted a trusted brand for its owner occupier home loans. Its customers gave it a score of 4.05 out of 5.
ING is the brand with the most legendary customer service, according to its owner occupier home loan customers. They gave the bank a score of 4.18 out of 5.
ING is the brand with the most legendary customer service, according to its owner occupier home loan customers. They gave the bank a score of 4.18 out of 5.
Quality Service
Bendigo Bank has the second-best customer service in the owner occupier home loans category. Its customers scored the bank 4.13 out of 5.
Bendigo Bank has the second-best customer service in the owner occupier home loans category. Its customers scored the bank 4.13 out of 5.
Westpac was given a score of 3.99 out of 5 for its customer service by its owner occupier home loans customers.
Westpac was given a score of 3.99 out of 5 for its customer service by its owner occupier home loans customers.
Bendigo Bank is the provider of the most value in the owner occupier home loans category. Customers gave it a score of 4.04 out of 5.
Bendigo Bank is the provider of the most value in the owner occupier home loans category. Customers gave it a score of 4.04 out of 5.
Value
With a score of 4 out of 5, ING has been voted as providing the second-highest value to customers in the owner occupier home loans category.
With a score of 4 out of 5, ING has been voted as providing the second-highest value to customers in the owner occupier home loans category.
Macquarie Bank was given a score of 3.99 out of 5 for its overall value to owner occupier home loans customers.
Macquarie Bank was given a score of 3.99 out of 5 for its overall value to owner occupier home loans customers.
ING has taken out the top spot for customer satisfaction of its app in the owner occupier home loans category. Customers rated it a 4.20 out of 5.
ING has taken out the top spot for customer satisfaction of its app in the owner occupier home loans category. Customers rated it a 4.20 out of 5.
Highly Rated App
Achieving a score of 4.17 from its customers, Commonwealth Bank's app was voted as a highly commended app for owner occupier home loans.
Achieving a score of 4.17 from its customers, Commonwealth Bank's app was voted as a highly commended app for owner occupier home loans.
With a score of 4.15 NAB is also highly commended for its app, as voted by its owner occupier home loan customers.
With a score of 4.15 NAB is also highly commended for its app, as voted by its owner occupier home loan customers.
ING is the most recommended bank by customers for 2025. 93% of respondents said they would recommend the bank for owner occupier home loans.
ING is the most recommended bank by customers for 2025. 93% of respondents said they would recommend the bank for owner occupier home loans.
Recommended Brand
Macquarie Bank is the second-most recommended owner occupier home loan provider. 88% of customers said they'd recommend the bank.
Macquarie Bank is the second-most recommended owner occupier home loan provider. 88% of customers said they'd recommend the bank.
Bendigo Bank is also highly recommended by customers for its owner occupier home loans. 87% of its customers said they'd recommend the bank.
Bendigo Bank is also highly recommended by customers for its owner occupier home loans. 87% of its customers said they'd recommend the bank.
Macquarie Bank is the most loved provider of investment home loans according to its customers. They rated them above any other provider with a score of 3.88 out of 5.
Macquarie Bank is the most loved provider of investment home loans according to its customers. They rated them above any other provider with a score of 3.88 out of 5.
Loved Brand 
ANZ was given a score of 3.87 out of 5 in the investor home loans category, making it the second-most loved provider as voted by its customers.
ANZ was given a score of 3.87 out of 5 in the investor home loans category, making it the second-most loved provider as voted by its customers.
CommBank's customers gave the bank a score of 3.85 out of 5, making it the third most loved provider of investment home loans.
CommBank's customers gave the bank a score of 3.85 out of 5, making it the third most loved provider of investment home loans.
NAB is the most trusted brand when it comes to investor home loans. Its customers gave the bank a score of 4.01 out of 5.
NAB is the most trusted brand when it comes to investor home loans. Its customers gave the bank a score of 4.01 out of 5.
Trusted Brand
CommBank is the second-most trusted brand for investor home loans. Its customers gave the bank a score of 3.99 out of 5.
CommBank is the second-most trusted brand for investor home loans. Its customers gave the bank a score of 3.99 out of 5.
Fellow major bank ANZ was given a trustworthy score of 3.97 out of 5 for its investor home loan service.
Fellow major bank ANZ was given a trustworthy score of 3.97 out of 5 for its investor home loan service.
With a score of 4.03 out of 5, CommBank is in top place for the provider of investor home loans offering the most legendary service.
With a score of 4.03 out of 5, CommBank is in top place for the provider of investor home loans offering the most legendary service.
Quality Service
NAB is highly commended for its quality of service. Its investor customers gave the bank a score of 3.95.
NAB is highly commended for its quality of service. Its investor customers gave the bank a score of 3.95.
Macquarie Bank was given a score of 3.93 out of 5 for its customer service in the investor home loan category.
Macquarie Bank was given a score of 3.93 out of 5 for its customer service in the investor home loan category.
Customers rated Macquarie Bank as the provider with the best value for investor home loans. On average it earned a score of 3.96 out of 5.
Customers rated Macquarie Bank as the provider with the best value for investor home loans. On average it earned a score of 3.96 out of 5.
Value
ANZ is highly commended for having good value for investor home loans. The bank's customers gave ANZ a score of 3.81 out of 5.
ANZ is highly commended for having good value for investor home loans. The bank's customers gave ANZ a score of 3.81 out of 5.
NAB was given a score of 3.75 out of 5 by its customers for its value in the investor home loans category.
NAB was given a score of 3.75 out of 5 by its customers for its value in the investor home loans category.
With the highest score across the board for investor home loans, CommBank is in first place for its app. The bank's customers gave the bank a score of 4.27 out of 5.
With the highest score across the board for investor home loans, CommBank is in first place for its app. The bank's customers gave the bank a score of 4.27 out of 5.
Highly Rated App
NAB received a score of 4.11 out of 5 for its app from its investor home loan customers.
NAB received a score of 4.11 out of 5 for its app from its investor home loan customers.
Also highly commended for its app, Macquarie received a score of 4.10 out of 5 from its investor customers.
Also highly commended for its app, Macquarie received a score of 4.10 out of 5 from its investor customers.
Macquarie Bank was given the highest score for customers who would recommend the bank in the investor home loan category. 86% of customers said they'd recommend the bank.
Macquarie Bank was given the highest score for customers who would recommend the bank in the investor home loan category. 86% of customers said they'd recommend the bank.
Recommended Brand
84% of ANZ customers said they would recommend the major bank in the investor home loan category.
84% of ANZ customers said they would recommend the major bank in the investor home loan category.
NAB is the third most recommended brand in the investor home loan category, with 82% of customers saying they'd recommend it.
NAB is the third most recommended brand in the investor home loan category, with 82% of customers saying they'd recommend it.
Each year, thousands of Australians rate brands they've used as part of Finder's Customer Satisfaction Awards. Consumers assess brands within a product category across various metrics, including trust, customer service, value and overall satisfaction. Finder surveyed thousands of customers and analysed their feedback.
Customers reviewed products they had purchased or used recently, with the recency period varying by category—from within the past year to up to five years.
Surveys continued until each category reached a minimum sample size of 500 to 5,000 responses, depending on the category. Respondents selected a brand from a pre-populated list or entered their own. Responses were recorded as they fell naturally.
We used the following metrics to assess brands and asked customers between 4-8 questions, including:
The final scores were determined exclusively based on the relevant metric. For example, the Most Trusted award was calculated based on responses to the question on how much people trust a brand, while the Most Loved award was based on responses to the question on how much people love a brand.
If a brand or product no longer exists in the market, they were disqualified and excluded from our assessment, meaning that they were ineligible for consideration for any Award (even though responses may have been collected in relation to the relevant brand's product(s) at such time that they were previously available). However, if only the brand's name changed and the products remained the same, the brand was still eligible for consideration for an Award and was assessed by us on the basis of the new brand name. Additionally, brands that did not meet the minimum per-brand sample size were excluded. The threshold ranged from 40 to 100 responses per brand, depending on the category, with most being 100.
The Finder Customer Satisfaction Awards is an independent awards program and commercial partnerships do not influence the results in any way.
Disclaimer: We tried to collect feedback and data from survey participants on as many products and providers in the market as possible. Although we were able to assess an extensive range of products and providers from the survey responses, we can't say that every provider and/or product currently available in the market was considered as part of our review and winner selection process. Some products and/or providers may have been omitted from survey responses and therefore not considered by us for any Customer Satisfaction Award. Read our Advertiser Disclosure.
Graham Cooke is Finder’s Head of Consumer Research, leading the team responsible for gathering and analysing data on everything from consumer spending and saving habits to how different financial products perform in the real world.
Rebecca is a senior writer at Finder covering all things money. She has been writing about the home loan market in Australia for 5 years.
Richard Whitten is a money editor at Finder. He has been covering home loans, property and personal finance for the last 7 years.
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