Help and support

Completing the loan requirements section

Your application type may require additional information. View our NFI Online keying guides for support or contact us on Broker Chat.

Borrowing amount is lower than expected

Check the income and outgoings entered in the DIP, as these can affect the borrowing amount. Information held on your client's credit file may also impact the result.

Application doesn't meet eligibility criteria

This is an affordability assessment based on the information entered and isn't a credit scored decision.

Before proceeding, please check all the information you've entered within the 'loan requirements', 'income' and 'outgoings' sections, paying particular attention to outgoing amounts and payment frequencies.

Keying a Buy to Let in the background

If an existing mortgage balance will continue, you'll be asked additional questions about the property being let. Where more than one mortgage will remain after completion, the maximum LTV is 85%.

See our lending criteria for details.

DIP before a property has been found

You can obtain a DIP before your client has found a property. The decision won't include an assessment of the property or any associated outgoings. Property details must be entered before proceeding to FMA and may affect the affordable amount.

Amending a DIP

If the application has been submitted, use the Amend case function to update eligible information. For information on what you can amend, please visit our submit a case page.

If a DIP decision has been received but the application hasn't been submitted:

• Accept or Refer: Select Open and use Change data to amend eligible fields and any details that aren't greyed out.
• Decline: Change data may be available, depending on the reason(s) for decline.
• Expired: If Change data isn't available, you'll need to re-key the application.

Once a DIP has been scored, you won't be able to amend the applicant's name or current and previous address history. If you need to change a client's address after a DIP decision has been received, you'll need to create a new application.

Contact us on Broker Chat if you need support or help unlocking a case.

Referred cases

If a case is referred, it'll be reviewed by an underwriter and any requirements will be confirmed to you. You can continue to complete the Full Mortgage Application, provided the property details and annual property outgoings have been entered in the DIP.

The underwriter will make one of three decisions:

• Subjective accept: the case can proceed.
• Subjective referral: will need further review or information
• Subjective decline: we're unable to lend.

Only upload documents requested by the underwriter. You can still reserve a product while the case is under review.

See our service updates page for current timescales.

DIP appeals

If you'd like to appeal a DIP decline:

• Affordability or lending criteria declines should be discussed with your BDM.
• Property-related declines can be appealed using the Property Decline Appeal Form.
• If the case has already been submitted to FMA, contact us for further guidance.

Property valuation declines can be appealed using the DIP property decline appeal form (PDF, 5.24KB) with supporting evidence, where your client has received a credit accept but the DIP has been declined due to the automated property valuation.

Help with DIP results

You can print a copy of the DIP certificate from the Case documents section. If you're unable to print the certificate, check that your browser's pop-up blocker settings allow pop-ups.

My client's name is too long or too short

Name fields on NFI Online have character limits:

• First name: 2 to 15 characters
• Middle name: 2 to 15 characters
• Surname: 2 to 30 characters

If a name exceeds these limits, you must confirm in writing that your client is aware of the system limitations and that future correspondence will only display the first 15 characters of a first or middle name, or the first 30 characters of a surname.

Only the first middle name can be entered online. If your client wishes to include additional middle names, you’ll need to complete a paper application.

For support, contact us using Broker Chat.

Changing my client's name

If you haven't completed a DIP or submitted the application, you can update the name in the Applicant Details section.

You can't change a client's name for a rate switch, a porting application, or when using existing borrowers detail.

If the DIP has been completed or the application submitted, you'll usually need to cancel the application and start again. In some cases, a name change may be possible.

Contact us to discuss a material change.

Address won't validate or is too long

Each address field has a 35-character limit. If the address is too long, split it across multiple fields.

Where a field is for a house or flat number, enter the number only.

Duplicate postcode in address history

If your client has the same postcode for a previous and current address, this can create a duplicate postcode issue.

BFPO addresses

Use the UK BFPO postcode list for the address and enter the BFPO number in the house number field.

Need help with any of the issues above? Contact technical support using Broker Chat.

Visit our Rate switch page for guidance on:

• Submitting a rate switch application
• Completing an illustration
• Eligibility requirements
• Switcher cut off dates
• Appealing a property valuation
• Switching multiple loan parts
• Cancelling a rate switch

You can also download our rate switch guide (PDF, 491KB) for help keying a rate switch case.

Payments and overpayments

Visit our Payments page for information on overpayments and the overpayment reserve process.

Account eligibility queries

If you believe an account should be eligible to switch and the reason isn't covered above, contact technical support using Broker Chat.

Entering property details

To enter property details, answer 'Yes' to the question 'Have you found a property yet?' on the loan requirements section within the DIP. You'll then be able to add the property address and details.

Changing property details

If the application hasn't been submitted:

• Select DIP from the left-hand menu and choose Change data.
• Update the address in the property details section of loan requirements.
• Re-run the DIP for a decision.

If the application has already been submitted, the property address can't be changed. You'll need to cancel the application and submit a new case with the updated property details.

You can update a DIP without leaving a hard footprint on your client's credit file.

Find a product

Use the product search in NFI Online to find eligible products for your client.

Product and reservation issues

• If you're unable to change a previously reserved product, contact us on Broker Chat for support.
• If incorrect products are showing when reserving a rate, try refreshing your browser or clearing your cache and cookies. See our guidance on how to do this.

For further support with finding and reserving products, see our reserving a product page.

No eligible products showing

• Review any filters you've applied and remove or amend them if needed. If you've entered a product code, try removing it.
• Select the correct Applicant type and Ownership type in the loan requirements section of the DIP. These determine the products available.
• For Help to Buy Equity Loan applications, refer to the Equity Share Loan keying guide.

Ownership types and maximum LTVs

Keying a porting case

Refer to our porting application guide (PDF, 1.2MB) for support with submitting a porting application.

Mortgage redeemed before porting

If your client has already redeemed their Nationwide mortgage and would like to port, you'll need to submit a paper application. Contact Technical Support using Broker Chat for a ticket ID. To qualify for any applicable ERC refund, the new mortgage must complete within 180 days of redemption.

Creating a porting illustration

Once you've created a porting application, you can produce an illustration from the 'illustration or reserve product' section of the case.

You can also create an illustration after completing a DIP and selecting a product.

Client no longer wants to port

Before submitting the application, you can change the application from porting to non-porting in the Existing Mortgage Details section of the DIP. Once a case has been started as non-porting, it can't be changed to porting.

Unable to progress from DIP to FMA

You must complete both the Property Details and Annual Property Outgoings sections within the Decision in Principle (DIP) before progressing to the Full Mortgage Application (FMA).

Check your browser

For the best experience, we recommend using Google Chrome or Microsoft Edge.

Keying income details

Make sure income amounts match the frequency selected. Where your client receives monthly commission, enter the average of the last three months and select monthly as the frequency.

For further guidance, see our employment criteria page.

Looking for more keying support?

Visit our NFI Online keying support page for practical tips, key information and answers to common questions at every stage of the application journey.

FCA number has changed

If your FCA number has changed, you'll need to register under your new company details.

Managing submission routes

• Log in to NFI Online and select 'My Home'.
• Select 'Manage my Details', then 'Submission Routes'.
• Add or remove submission routes as required. You'll need the agent code before creating a new route.
• Select 'Update' to save your changes.

Forgotten password or locked account

If you've forgotten your password or your account is locked, use the Forgotten password option on the NFI Online login page to reset your password and regain access.

Registering for NFI Online

To register for NFI Online, visit our registration page. Once approved, you'll receive an email explaining how to set your password and access NFI Online.

Contact the Registrations team via Broker Chat if:

• NFI Online says you're not registered, but you've logged in within the last 12 months
• You've forgotten your registered email address
• You're unsure whether you're registered.

Returning to a firm or inactive account

If you're returning to a firm you've previously been registered with, or you haven't used NFI Online in the last 12 months, you'll need to complete a new registration.