Managing your customers’ expectations

 Please refer below for our current service levels to help manage your customer’s expectations for new applications.

Important timescales

New fully-packaged ‘right first time’ applications to approval are taking on average:

TypeAverage number of working days’ for Underwriting assessment
Standard

Applications up to £1m paid in UK Sterling

Employed – 6 w/d

Self-employed – 5 w/d

Non-standard

All foreign income applications plus applications in UK Sterling between £1-3m

Employed – 4 w/d

Self-employed – 4 w/d

Complex Credit

Applications £3m+ paid in UK Sterling and all system declines

Pre-underwriting assessment – 4 w/d

Underwriting assessment – 1 w/d

Before contacting our Broker Support Team, please check the following online tools to get the support you need as quickly as possible:

Packaging your cases

For employed customers, please upload the latest full month’s bank statement showing a

salary credit within the last 35 days.

For self-employed customers please ensure the latest 3 months’ worth of business bank

statements (or personal account statements if used for business purposes) of which the

latest must be dated within 35 days of the application. The business bank statements

should include the monthly summary sheet detailing the total credits and debits for the month.

Thank you for your continued support.