Service standards
We aim to keep you fully informed of our service standards so
that you can feel confident when dealing with us. Our service
standards are correct as at Friday 3
February.
Initial underwriting decision
|
Standard performance |
Current performance |
| Mainstream |
1 working day |
3 working days
|
|
Specialist |
2 working days |
3 working days |
| Large Loans (over
£500,000) |
2 working days |
2 working days |
Receipt of post
| |
Standard
performance |
Current
performance |
|
Mainstream |
2 working days |
3 working days
|
| Specialist |
3 working days |
3 working days |
Customer Care Team
| |
Standard performance |
Current performance |
|
Telephone calls answered within 30 seconds
(%) |
80% |
63.42% |
| Telephone calls answered overall
(%) |
95% |
98.80% |
Ask us - online application queries through clicktrack
>
| |
Standard
performance |
Current
performance |
| Ask us
queries responded to within 4 business hours (%) |
90% |
92.31% |