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 – 3 w/d Self-employed – 5 w/d |
| Non-standard All foreign income applications plus applications in UK Sterling between £1-3m | Employed – 2 w/d Self-employed – 2 w/d |
| Complex Credit Applications £3m+ paid in UK Sterling and all system declines | Pre-underwriting assessment – 3 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 Live Chat 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 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.
