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Service standards

For Intermediary use only

Existing customer? Click here.


We aim to keep you fully informed of our service standards so that you can feel confident when dealing with us.


New applications – When you have submitted an application to us, please provide the required supporting documentation to us via Click as quickly as possible. This will then allow your application to progress to an initial underwriting decision.


Once all supporting documentation has been received, your case will be assessed within:


Application Type

Assessed within

Mainstream/BTL applications 2 days
Above £500k 2 days



Supporting documents uploaded via clicktrack

5 days



Broker enquiry line

Average call waiting time yesterday 20 seconds


Ask us - online application queries through clicktrack

Ask us queries responded to within 4 working hours




That's what we like to hear


It’s good to know we’re delivering on our promise to put you at the heart of everything we do. Here is some of the real time feedback we have received from brokers who have recently placed an application with Platform.


"I was extremely satisfied with my experience, I found the whole process smooth & easy to follow, even if I didn’t understand something there was someone at the end of the phone to assist me."

Dean Russel, Countrywide


"Very impressed with the Click system and the speed of offer.  Also the communication from your team.  Excellent."

Nicole Baker, Ace Mortgages and Finance Limited


"I felt the service myself and my clients received was very prompt and extremely professional and would have no problem in recommending Platform to my colleagues and clients."

George Preece, Gladstone Mortgages


"Good service and quick phone response as well as from underwriting team to keep me informed. Overall very good."

John Stonestreet, Financial Themes



The information contained within this section is for use by mortgage intermediaries authorised by the FCA.

Information is not to be disclosed or given to the public or is intended as a consumer advertisement as it does not provide APRCs or APRC Representative Examples.


The Co-operative Bank p.l.c. is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority (No. 121885). The Co-operative Bank, Platform, smile and Britannia are trading names of The Co-operative Bank p.l.c., P.O. Box 101, 1 Balloon Street, Manchester M60 4EP. Registered in England and Wales No.990937. Credit facilities are provided by The Co-operative Bank p.l.c. and are subject to status and our lending policy. The Bank reserves the right to decline any application for an account or credit facility. The Co-operative Bank p.l.c. subscribes to the Standards of Lending Practice which are monitored by the Lending Standards Board.


Calls to 0800 and 0808 numbers are free from landlines and mobiles. Calls to 03 numbers cost the same as calls to numbers starting with 01 and 02. Calls to 0845 and 0870 numbers cost 3p per minute, plus your phone company’s access charge. Calls to 0844 and 0843 numbers cost 7p per minute, plus your phone company’s access charge. Calls may be monitored or recorded for security and training purposes.

Help us to help you


In all cases please ensure that all supporting documentation is provided up front when you submit your application.


These requirements will be outlined in the shopping list.


Upload your documents via Click

Upload supporting documents for your case via Click


Track individual cases

You can track the progress of an individual case on Click. We'll update your case with outstanding information and let you know when it's been assessed.

We'll also provide you with individual email updates as your client's case progresses.