Service Update
Please use our upload facility for scanned documentation immediately on submission of your application. If you do not have a scanner please fax your documents to 0845 3661092 or 01756 705714. This will enable the underwriter to assess your case promptly.
To help us with our service delivery in dealing with new mortgage applications please speak with your Business Development Manager if your query is about products, general policy or procuration payments.
Decision In Principle (DIPs)
Please be aware that we have an automated process of Pass or Fail for DIPs. We politely request that any Fails are not challenged as staff are not aware of the reasons for a Fail decision.
Should any cases get referred then we aim to communicate the outcome to you within 24 hours.
Please refer to our Mortgage Policy page to view our full lending criteria and tariff of charges.
New cases
We aim to review your application within three working days of receipt of all the supporting documentation. If you have submitted a case within this time period please do not contact us about the case until after the three working days have elapsed.
Phones
You can check the latest call volumes below. We do ask for your cooperation in keeping calls to a minimum to allow us time for processing.
Please note that the Mortgage Service Centre is open between 8.00am to 8.00pm Mon – Thurs, 8.00am to 5.00pm on Fri and 9.00am to 12 noon on Saturdays. The lines are less busy before 9.00am and after 6.00pm.
Submission reminder
It would be of great assistance if new applications came with appropriate support documentation. Much of our time can be consumed in chasing outstanding items such as payslips and bank statements. You can be of great help in generating a speedy offer and quick service. Our latest turnaround times can be found below.
Thank you in anticipation of your cooperation.
Service Standards - Wednesday 22 February 2012
| Decision in Principles | Being actioned within 3 hours |
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| All Underwrites | Up to and including Tuesday 14 February |
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| Valuations | Up to and including Tuesday 21 February |
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| Post | Up to and including Thursday 16 February |
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| January Offer TAT (Working Days) | 17 |
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| Number of calls received in the month | 14,677 |
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| Ave wait time to answer calls | 11 seconds |
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| Telephone Calls (% answered) | 97.00% |
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