Common questions about the online service
What to expect when you use the system
Q1 When can I expect a mortgage offer?
We aim to issue mortgage offers within 10 working days of application receipt.
Q2 How can I make sure my offers are issued within 10 working days?
By ensuring that we receive the following within 7 days of you keying the application:
- Income verification (where required).
- Correctly certified proof of name and address verification for all parties to the application. Sending original documents will delay the process. If urgent, you can fax correctly certified documents.
- Any other documents requested by your processing, underwriting and completions (PUC) team.
Q3 When will the valuer be instructed?
Paying the valuation fee by credit or debit card will mean, in the majority of cases, that the valuer will be instructed immediately.
Q4 Do I need to send in copies of the name and address verification?
Keying these details at application stage will mean there is no need to forward original or certified copies.
Q5 On submission, how will I know what is required to get the case to offer?
You'll receive an acknowledgement call from your Intermediary Service Centre within 24 hours of receipt. Case tracking will detail what remains outstanding on the application to get it to offer.
Q6 My case has been referred, what does this mean?
It means that a decision cannot be given immediately and that you will receive a response typically within three working hours. There is no need to call for a decision as we will call you.
Q7 When will I receive updates on items outstanding on the mortgage applications I submit?
For the majority of cases, Case Tracking will give you details of the outstanding items.
Q8 I've faxed or posted documents relevant to my case, when will they be looked at?
You should allow 48 hours from submission for the work to reach the customer's file. Please check 'Case Tracking' to find out what stage a case is at.
Q9 When will I know that my case has been offered or completed?
You'll receive an email on 'Offer' and on 'Completion' of the application. At offer stage, you'll also receive a copy of the mortgage offer.
Our tracker rate mortgages are linked to Bank of England bank rate (also known as Bank of England repo rate). Details of this rate can be found on the Bank of England website at www.bankofengland.co.uk or in the Financial Times or other leading newspapers.
For independent information on mortgages, visit the FSA website 'money made clear'.
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