April's service levels

At NFI we think it's important to be transparent about our service levels, and in April a significant rise in the number of phone calls to our Service Centres meant our call waiting times increased.

We want to thank you for your patience and let you know that we're putting even more people into our Service Centres to help reduce call waiting times.

Don't forget that you can get real time case updates through our NFIOnline Case Tracking feature. And if you need to speak to someone and your BDM isn't available, you can call our dedicated Sales Support team who answered your calls in an average of 31 seconds last month.

For an up to date picture of how we're doing, see our weekly service levels and keep reading for a reminder on our new returns process for paper applications along with our latest top tips for quicker processing.

April's Service Levels

Average time to answer: Sales Support 31 secs
Average time to answer: Service Centre 11 minutes
Average application to offer (for all Nationwide mortgages) 19 days
Average time of valuation from instructed to received 3 days


New returns process for paper applications

Please remember that with effect from 16 May we'll begin to return any paper applications that don't meet a minimum level of completion. For further information, please check this page .

Top Tips
Clients who have an IVA or have been bankrupt
If you've got a client that's been bankrupt or has had an IVA; please provide as much detail as possible about your client's circumstances in the text box on NFI Online.

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How was your experience?
If you've placed a case with us in the last month, please let us know how it went for you.

Contact us
If you've got any queries please please visit our help page or call our Sales Support team on 0845 601 0763