Our Online Service Standards
In the current economic climate we ask you to bear with us when we are forced to withdraw a mortgage product at short notice. We apologise for any inconvenience this causes.
We will aim to:
- Pay your procuration fee within 10 days of completion
- Underwrite standard Remortgages and Purchases within 48 hours and offer within 5 working days
- Provide free phone access to Business Development Managers and Mortgage Service Centre
- Return your telephone calls the same day
- Email you a new product and information guide when we launch new products
- Notify you by email of intended product launches/withdrawals and criteria changes if you have registered for our enewsletter
- Provide direct access to underwriters
- Respond to online DIP referrals within 2 hours
- Respond to complaints within 48 hours
What do we need from you?
For further information on what is required for each application, please refer back to the submission page.
To deliver the best service possible, we need you to:
- Scan and attach any supporting documentation to the application
- Be honest and accurate with information you provide
- Send in all required support documentation and fees promptly
- Once registered maintain the 'My Details' page.
Go to eMortgages