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 offer are taking on average:
| Employed customers | 4 working days |
| Self-employed customers | 4 working days |
| Cases including foreign income or £1m+ loans (Legacy applications) | 23 working days |
| Cases including foreign income or £1m+ loans (Broker platform applications) | 21 working days |
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 Live Chat facility for a quick response
Packaging your cases
During these uncertain times, as a temporary measure, 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 (pre-Covid).
Thank you for your continued support.
