Service Quality

You've told us that the standard of service we provide to you is important. So we've developed a number of ways of measuring the service that we give.

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.

Processing and telephone service level

• Post (includes faxes, emails and letters) where received by noon, we expect to process on the day of receipt.
• Lending decision referrals are dealt with swiftly too so you’re not kept waiting for a decision - we will get back to you in 4 hours in the majority of cases.
• Queries about ID verification are dealt with same day mostly within 4 hours.
• Telephone service standard - we answer the majority of calls within 30 seconds. We  consistently hit our target of 80% of calls being answered within 2 minutes.

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.