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:
| Type | Average 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:
- Broker portal for case tracking and updates
- Check our current service levels on our website
- Use our Chat with us facility for a quick response
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.
