As an intermediary, you’re an integral part of our business. And one we value highly. That’s why we’re committed to offering you the best service possible and are honest and open about our service levels.

You can view our daily service levels online (based on a working week, Monday to Friday 9am-6pm) including our average offer turnaround times (where no applications are excluded), AIP referral, document processing, call-waiting and valuation instruction times.

Here is how we performed in 2019:

• Call waiting*
  • New enquiries: 10 seconds
  • Case updates: 16 seconds
  • Our call waiting times are displayed in seconds and reflect the average time that intermediaries waited for us to answer their calls.
• AIPs referred
  • Same day (91.8%)
  • We confirm the majority of our AIP decisions immediately through our online system. When an AIP is referred we’ll aim to process it on the same day, when it’s received before 3pm.
• Document processing
  • Within 2 days (253 of 253)
  • We’ll always show the date of the oldest document waiting to be worked on.
• Offer turnaround*
  • 10.5 days
  • No applications are excluded and we measure the time from when we receive the application to when it’s offered.

* The call waiting and offer turnaround times are the average for the reporting month