Current service standards

Standard Current service

Lending decision referrals

Response within 4 working hours Within 6 working hours
Application processing standard Starts within 1 working day of receipt Starts within 2 working days of receipt
Telephone service level 80% of calls answered within 1 minute 81% of calls answered within 1 minute
Telephone waiting time Up to 1 minute 16 seconds average waiting time
Average speed of application to offer for the previous week was 18 working days

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