If you have a problem using our e Trading service please read through the questions and answers below. The chances are your question will be answered here.
About the system
Can I go back and change information?
Yes, but only up to certain points, which the system warns you about.
You can amend details up to DIP, but once the decision has been issued you cannot make changes. To make changes after any of the following stages, please complete a
material change form and send into your chosen Service Centre:
-
After reserving the product
-
After instructing the valuation
-
After you've completed the full application questions
-
After the credit score result.
-
Who can I turn to for help if I get stuck or don't understand something?
For further assistance, please speak to your Service Centre. They will be happy to help.
Can I still submit paper applications?
You can submit paper applications for certain Lending schemes.
Please see the Paper Applications information page to confirm which applications can still be submitted this way. Cases must be submitted electronically whenever possible. This will speed-up offers being produced and be more beneficial to you in the long term.
Can Scottish cases be processed through the website?
Yes.
Application process
How do I access the Intermediary mortgage e Trading website?
Go to 'eTrading' page.
At what stage is the address checked?
The applicant's address is checked at credit score. If the address cannot be matched by Experian you will be shown an 'address resolution' which will ask you to select the correct address or amend appropriately.
If the credit score comes back as a 'Refer', can I still book a product?
No, you will be prevented from moving on as the 'Refer' needs to be dealt with first. You can only reserve a product once your application is accepted.
Do I still need to send in a paper copy of the application?
No, the process is paperless and signatureless, customer and intermediary agreements are captured online and proofs can be posted or faxed to your chosen Service Centre if necessary.
At present second property purchase, equity share, right to buy, or gaurantor mortgage applications have to be submitted by paper.
When I reserve a rate, will I receive confirmation?
Yes. Your reservation will be displayed on the screen, which you can print out. This also confirms how long the product reservation is valid for (90 days up to offer).
Application problems
What happens if the system kicks me out before I get to credit score?
You will be able to re-visit your cases that have not yet been credit scored. If the system crashes, don't worry, the only data you'll lose will be on the screen you are on.
How do I get a 'Refer' overridden?
Your Service Centre will contact you to deal with the Refer. If your customer needs an immediate response contact your Service Centre.
Can you key a case on the website where there is another mortgage in the background?
No, as we currently do NOT allow second property applications to be submitted electronically, even if they are self financing.
Can I complete a full application without all the necessary information?
No, the website will not allow a full application to be progressed without all data entered.
Contact
How can I get updates on my case?
We will be using our Mortgage Application Tracking System (MATS) for all case updates. This is accessible from eServices. Please ensure the contact e-mail address we have for you is correct as we'll use it for updates. To check/amend your details visit the 'Amend my Details' from the eServices home page.
Who can I tell about faults and give feedback?
Please contact your Service Centre. They will ensure your comments are reported to the right person.
|
|
|
