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Service standards

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 business 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


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.