Online Service Standards

We will aim to:

  • Pay your procurement fee within 10 days of completion
  • Underwrite standard Remortgages and Purchases within 2 working days of supporting documentation being received and offer within 5 working days
  • Provide free phone access to Intermediary Relationship Managers
  • Return your telephone calls the same day
  • Notify you by email of intended product launches/withdrawals and criteria changes
  • Provide direct access to underwriters
  • Respond to online DIP referrals within 24 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
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