Service Updates

We’re committed to providing you with a level of support and service that is second to none. So, that we’re completely transparent as to how we’re currently performing, please see our latest service stats below.


Service levels (7 December 2016)
Average time to answer calls: Case updates 7 seconds
Average number of working days from application to offer 12 days
Processing FMA documents up to received date 2 December
Average time to answer calls: New enquiries 2 minutes 52 seconds
Average time to answer Broker Chat requests: New enquiries 29 seconds

If you've placed a case with Nationwide recently please tell us about your experience. We're here for you and your feedback is invaluable to helping us make your life easier.

Case tracking

If you have placed a case with us and would like to track its progress please:

click here for online cases (NFI Online)
click here for MTE cases
for paper cases (MATS), please copy and paste the following URL into your browser: https://mats.nationet.com/mortgages/intermediaries

To find out how to get in contact with us, visit our Contact Us page.