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%

 

 

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Link to calculators page

Link to our pledges page

Link to our lending policy page