Our service in December

During December we took a higher number of calls than usual in our service centres, as we looked to ensure your urgent cases completed before Christmas. As a result, we weren't able to answer your calls as quickly as normal and the average call time increased.

Thank you for your patience during this time. With call volumes now back to normal, we're pleased to say the average time to answer your call has reduced to 30 seconds.

You can see the rest of our service levels for December below, or
click here to view our current service levels

Average time to answer: Sales Support 21 secs
Average time to answer: Service Centre 2 mins 23 secs
Average number of days from application to offer 18 days
Average number of days from instruction to valuation received 3 days

Top Tips
Paper vs. Online applications
A large amount of paper applications that we receive could have been submitted online.
By submitting your client's case via NFI Online you can save precious time with faster processing, improved tracking and quicker offer production.

To check whether your client's case can be submitted online
read our 'how to submit a case guide' here.

Product reservation and expiry
If you've reserved a product for your client and need to check when it expires, just login to
NFI Online, visit the case home page and click on the Reserved Products tab, which will give you all the essential information on your case, including its current status.

If you've got a question about your application or our services, you can view our FAQs, phone our dedicated Sales Support team on 0845 601 0763 or contact your local BDM.