Broker in Focus: Matt Thomas, of First Financial Solutions, advises new and aspiring brokers to never shy away from difficult conversations in the client’s best interests
Broker in Focus is a dedicated series that highlights the unique journeys of mortgage brokers, providing them with a platform to share their experiences, insights, and expertise. Through compelling personal stories and professional reflections, each featured broker recounts the key moments that have shaped their careers, delves into the challenges and opportunities facing the industry today, and shares the valuable wisdom they have gained along the way.
This week, Mortgage Introducer is featuring Matt Thomas (pictured top), mortgage consultant at First Financial Solutions, who has spent more than three decades helping clients navigate the ever-changing mortgage landscape.
From launching his own firm in a tiny back-office in 1999 to reshaping the business into a specialist mortgage and protection practice in 2024, Thomas has built his career on a simple but powerful philosophy: listen, question, challenge. He believes that truly understanding a client’s needs, interrogating their assumptions, and having the confidence to push back when something doesn’t stack up are what turn routine transactions into long-term relationships – and what keep recommendations flowing through the door, year after year.
Full name: Matt Thomas
Job title: Independent mortgage consultant
Company: First Financial Solutions
Number of years in the industry: 33 years
Location: Gerrards Cross, Buckinghamshire
How and when did you become a mortgage broker?
I began my career in the financial services industry in 1992. I started First Financial Solutions with my business partner, Paul Silver, in June 1999, where we were a full-service IFA firm providing advice on mortgages and wealth management. In 2024, we moved to being a mortgage and protection firm only, and this has been a very positive move for us.
I have always been an adviser, seeing and dealing with clients on a daily basis. It has been said many times, but helping people with either a new purchase or getting them the best rate is what it is all about. We play a big part in their lives every month with the deal we can secure for them.
In your opinion, what has been the most positive development in broking?
I think it must be technology and the tools that are now available to enhance our clients’ experience from start to finish. A good CRM is essential to give us more time back and allow us to concentrate on the enjoyable part of the job. I believe that AI will enhance the journey, and there will still be a need for a human touch.
What challenges do you see currently facing the industry, and what solutions would you propose?
I would say tech again, on the flip side of my answer to the previous question. I believe lenders need to improve their IT solutions to integrate with some of the better CRM systems. There are still only a handful of lenders who have invested in this area, and they have talked about it for over 10 years now.
Regulation will always be key and how it impacts a small business. Some of the tasks we have to carry out are a real profit drain and often serve no benefit to the client – the most important person in all of this.
Can you share a memorable or challenging experience from your career as a broker and the lessons you gained from it?
It has to be the decision to leave a very secure, well-paid employed role in 1999 and start our own business from scratch. I still remember the first day in our new office, a tiny room at the back of an estate agent. It felt like a huge step at the time; however, it didn’t take long to get up and running, and we felt very blessed that our clients from day one trusted us, and some of them are still clients today. I still get a big sense of satisfaction when a new client calls up and says they were recommended to call us. It shows that our process and relationships are still working.
Could you share any valuable advice for individuals aspiring to become brokers or those new to broking?
Listen to the client, ask them questions, do not become an order taker, and make sure you challenge the client’s answers if you are not in agreement. They will thank you for it – maybe not always now, but in the future.
It goes without saying: be honest. If you work smart enough and always have the client’s interests at the forefront of your process, the rest will take care of itself. Stand out with your service, response times. We all know how bad companies can be at communicating with their clients or calling back. I believe clients value clear and efficient communication above all, especially in the fast-moving, social media-led lives that many people lead.
If you are looking at an employed role, I would advise you to be visible in the office at least three to four days per week to interact with and learn from more experienced colleagues – the best way to learn, in my opinion. I would also encourage targeted networking events to come out of your comfort zone; it is amazing what will come from it.
Broker in Focus is a weekly Mortgage Introducer feature, spotlighting mortgage brokers from diverse backgrounds and locations across the UK. Among those recently featured are John Carter of Abode Mortgages, Bobby Lumsden of RML Financial Management, George Christou of Bournemouth Mortgages, Amit Patel of Trinity Finance, Paul Came of The Mortgage Plan, James Hayes of Mortgage Links, Gerard Boon of Boon Brokers, Malcolm Wright of Mainly Mortgages, and Matthew Fleming-Duffy of Knight Frank Finance.
Are you a mortgage broker interested in being featured? Email the author with your details.
