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 Intermediary Relationship Manager if your query is about products, general policy or procuration payments.

Decision in Principles (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 five 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.

We have taken the decision to update our turnaround time (TAT) service standard to give you and your client a clearer view of the average time between an application being submitted and an offer being issued. The difference between this and our previous TAT service standard is that we have measured this against standard cases only which gives an accurate representation if minimum submission criteria has been met. This means that cases where we are awaiting documents, such as additional valuation reports, have been removed from the TAT calculation. We feel that this provides much more clarity about how long a standard case will take to move from application to offer.

Thank you in anticipation of your cooperation.

Service Standards - Friday 21 July 2017

Current service levels
Application to Offer Turnaround: (average based on latest 30 days)
9.71 Working Days
Underwriting Fully Packaged Cases submitted on or before:
Wednesday 19 / Thursday 20 July
Valuations Instructed:
24 hours
Processing Documents submitted on or before:
Thursday 20 July
Decision in Principle referrals:
2 hours
Call wait time: (based on previous working day)
1 minute 42 seconds