Managing your customers’ expectations

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

Important timescales

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 60 day’s business bank statements
are uploaded along with one month’s business bank statement from either Jan, Feb or
March 2020.

We have now introduced Open Banking for self-employed mortgage customers, making it
easier for them to share their business bank statements with us. Please visit our dedicated
Open Banking page on our website to support your customers through this process.

Thank you for your continued support.

HSBC UK