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Getting in touch

Our Business Development Managers (BDMs) are experiencing a record number of enquiries and may take longer to respond to emails and telephone calls.

Depending on your query, there are a number of other channels you can use to access information directly. To make sure we can provide a great service for you and your client, please check below for the best way to get in touch with us.

For the latest turnaround times

Our homepage has the latest turnaround times updated every day including application to offer times and DIP referral review times. Please bear the current turnaround times in mind before chasing your case, we are doing all we can to make the process as quick as possible.

To check the progress of your case

You can now log into MSO to review the progress of your case, allowing you to check key dates such as valuations being booked or if there are outstanding documents required. If you are new to MSO, please visit our user guide.

MSO password resets

You can now re-set your password directly through our MSO system. All you need is your memorable answers (those provided when you first registered) and you can reset your password online within minutes. Click here to access the MSO system.

For new application queries

If you’re looking to place a new case and have any queries on lending policy, criteria or product information, speak to our expert team of Business Development Advisers (BDAs) via webchat for a quick response. If the service is busy, you will be told where you are in the queue and ‘pinged’ when an adviser is ready, so you can get on with your other jobs whilst you’re waiting.

  • Simply click on the link, enter your name, telephone number and FCA number and you’ll be connected to one of the team to start your online conversation
  • The team are able to share links and information directly meaning you can access the information you need immediately
  • At the end of the chat, you’ll be sent an audit trail of the conversation for your file

For the latest information on how COVID-19 is impacting lending and criteria

Our COVID-19 information, pages are regularly updated to reflect any impacts the coronavirus pandemic is having on our lending policies. There’s also a number of FAQs on mortgage payment holidays, physical valuations and product transfers.

We thank you for your patience and understanding. By directing your query appropriately, we can ensure you receive the support you need through these challenging times.

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