NFI Online FAQs

Using the system

Do I need to be registered to use NFI Online?

If you want to process mortgage applications with us, you’ll need to register. Instructions can be found on our Register for eServices page.

I've forgotten my user ID, password and pin. Who should I contact?

Contact the MTE Helpdesk on 0871 385 0055 to reset your security information.

Where can I find my completed application form?

Two hours after you’ve submitted the case, you’ll find the application form is available for you to save and print in NFI Online, under ‘Case home’ then ‘case documents’.

Why can’t I print my documents?

If you’re having problems printing documents, it may be that you’re using an unsupported browser.

If you’re not using Internet Explorer, please download this browser and you should be able to print your documents without any issues.

Who can I contact if I think there’s been a processing error?

Contact Broker Support on 0800 545 3131. They’ll review the case and consider your reasoning before advising you of any available options.

How can I track the progress of an application on NFI Online?

In NFI Online, all of your cases have a ‘Case home’ page with six tabs that update automatically to keep you informed of our progress.

More details can be found in our Case Tracking guide.

Can I submit my own mortgage application?
You can only submit your own mortgage application via Nationwide.co.uk or a Nationwide branch. Alternatively, your application can be submitted by another intermediary.
When I click login to finish my registration an error message appears, what should I do?

You need to allow up to 2 hours for MTE to send Nationwide your new registration. If the problem persists please call Broker Support on 0800 545 31 31. Then press option 3.

I've completed step 2 of registration, but why am I unable to login hours later?

Please check your spam or junk email to check that we haven’t attempted to email you regarding your registration. If not, please call Broker Support on 0800 545 31 31. Then press option 3.

Decision in Principle (DIP) queries

Can I change the DIP and get a new decision?

Yes, if your DIP decision is either ‘Accept’ or ‘Declined’ due to affordability or criteria, you can change the original data to reprocess and therefore receive a new decision. For more details, read our DIP Reprocessing Guide.

Unless the existing DIP has expired, you won’t leave another footprint against your client’s credit rating.

I’ve got a message saying my case has been referred. What does this mean and what will happen next?

This means the case needs more investigation and must be reviewed by an underwriter. There are a number of reasons why this may be, such as we might not be able to verify details for an existing customer, the applicant’s credit history may not be satisfactory etc.

Before reviewing the case, the underwriter will need to check all requested requirements so please ensure everything’s attached to avoid delays.

It’s also very important to ensure that the information you’ve keyed is accurate. If anything’s incorrect, you’ll be sent an underwriting request to make changes, which will cause further delays.

What’s the process for assessing a DIP refer?

When all the correct documents have been received and the proofs have been assessed and verified, the documents will then be forwarded to an underwriter to make a final decision.

How can I find out the outcome of a DIP refer?

Once a full underwriting decision has been made, you’ll be notified of the decision via NFI Online > Case home > DIP.

Your decision outcome will either be a ‘subjective accept’ or ‘subjective decline’. We won’t provide a decision on a ‘subject to’ basis.

If the outcome of the referral is a ‘subjective accept’ then you can proceed to full mortgage application. Providing there are no further changes required, the only outstanding case requirement will be the valuation report.

Can I still reserve a product even though my case has been referred?

Yes you can, but please be aware that any fees paid could be lost if the case can’t proceed.

Why can’t I amend my referred DIP?

In order to amend your DIP, you’ll need it unlocked first.

Please contact Dedicated Broker Support by calling 0800 545 3131. Then press option 4.

Do I have to create a KFI before a DIP?

No, but if you want to create a KFI before the DIP in NFI Online, you can promote the KFI data into the DIP process which will save you having to key the data again.

I’m experiencing difficulty entering an address I know to be correct. What should I do?

Please contact Dedicated Broker Support on 0800 545 3131. Then press option 4.

The case has been scored however I’ve noticed that the applicant’s name and/or address details are incorrect. Can I amend these?

Once the DIP has been scored you are unable to amend the current and previous address history, or applicant’s name. Please contact Mortgage New Business on 0800 464 3000 for further guidance.

Scan and Attach (sending proofs)

How do I attach something for a case?
For simple step-by-step instructions on how to attach documents, read our Scan and Attach guide.
What file formats and sizes can I attach?

You can attach PDF or TIF files.

The maximum file size we can accept is three megabytes. If the file is larger than this, please split the document into smaller sections and either submit each part individually or fax the documents to us.

For simple step-by-step instructions on how to fax documents, read our Faxing Documents guide.

My client already has a Nationwide current account and/or mortgage. Do I need to provide their statements?

If a statement’s been requested as a case requirement, rather than ask your client for their statement(s), simply complete this form and Scan and Attach to clear the requirement.

System issues

Why can’t I edit anything in the case I’ve opened?

It’s likely that you’ve clicked on ‘view’ instead of ‘edit’. When in view mode, you can’t edit any part of the application.

To try again, simply go back to ‘My home’ and click ‘edit’.

Why is my system running so slowly?

It may be that your system is refreshing each page as you progress.

To overcome this in Internet Explorer, try changing the browser refresh settings to ‘automatic’. You can do this by going to Tools > Internet Options > Settings > General, then make sure ‘check for newer version of stored pages’ is set to automatic.

I’ve opened my case. Why won't the system allow me to add or change any information?

The case has been opened using 'View' rather than 'Edit'. Click on 'My Home' at the top of the page and then reopen the case using the 'Edit' link. If this doesn’t work, please call Broker Support on 0800 545 31 31. Then press option 4.

Solicitor search

Why is my client's solicitor not found by your conveyancer search facility?
  • Check the solicitor firms name and address is spelt correctly.
  • Check if the solicitor firm has more than one address.
  • It might be that your client's solicitor isn't on Nationwide’s panel. If that's the case, your client can either change their solicitor for a firm that is on our panel, or the non-panel solicitor can be instructed to act for your client only. Nationwide will nominate a separate panel firm to act for them. All legal costs charged by both firms must be met by your client. This is known as separate legal representation.

We hope we’ve covered most of the common questions, but if you’re still unsure about something, you can speak to Dedicated Broker Support through instant message.