Service Updates

Please avoid calling us for a update within the first four working days after submitting your application, as we'll be processing your case. We'll contact you if we need anything.

We’re committed to providing you with a level of 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 (Last updated 19 November 2018)
Average time to answer calls: Case updates 19 seconds
Average number of working days from application to offer 10 days
DIP refer decisions reviewed within 2 days
Average number of working days for document processing 3 days
Valuations are instructed on Day 1
Average time to answer calls: New enquiries 1 minute 13 seconds
Average time to answer Broker Chat requests: New enquiries 47 seconds