Service Quality
Updated - 29 July 2010
| Standard | Current Service | Normal Service |
|---|---|---|
| Lending decision referrals | Response within 18 hours | Response within 4 hours |
| Application processing | Within 96 hours | Within 24 hours |
| Post | Within 96 hours | Within 24 hours or if received by noon, post is dealt with on the same day |
| Telephone waiting time | Up to 1:52 minutes | Up to 2 minutes |
| Telephone service level | 59% | 80% |
Speed to Offer
We aim to issue to issue an offer in 8 working days, providing you send all the necessary paperwork and fees upfront. Read more about how to submit a qualifying case. Check our home page to see our latest results.
Monthly Service Survey
At the start of each month, we write to all brokers who have cases that completed in the previous month. We ask them to give us marks out of 10 for 10 key service standards, plus any comments. Check our rolling year-to-date scores.
