Help and support

My clients name is too long or too short

There's a minimum and maximum character limit on NFI Online, the minimum is two for all name fields. The first name and middle name fields each have a maximum limit of 15 characters. The surname field has a maximum limit of 30 characters. If the applicants name can't be entered, please contact us using Broker Chat.

My client has multiple middle names

You're only required to enter the first middle name. If the client wishes for all middle names to be on the application, you'll need to complete a paper application. Please speak to one of our experienced advisors for technical Support using Broker Chat.

Changing my client's name

If you've not completed a DIP or submitted the application, you can go back into the application and update the name within the 'Applicant Details' section in the 'DIP'.

You'll be unable to change your client's name if you're completing a Rate Switch, Port or using existing client’s details.

Also, if you've completed a DIP or have submitted the application, you won’t be able to amend the names and will need to cancel this application and start a new one with the updated name details. In some cases the names can be amended, please check by contacting us on 0345 730 20 11 for material change.

The address is too long or won't validate when I select 'Find address'

If the address is too long to fit into one field, divide it into separate fields as the maximum character limit is 35 for each field.

Some fields only require a numerical value, such as house/flat number, so don’t enter any words into these fields.

If you still can't enter the address, please contact technical support using Broker Chat.

My client has the same postcode for a previous and current address

If your client has a duplicate address in their address history, please get in touch before submitting the DIP. Contact technical support using Broker Chat.

How to enter a BFPO address

Please search for the applicable address found on the UK BFPO postcode list.

Enter the BFPO number in the house number field.

Where do I enter the property details?

On the ‘Loan Requirements’ page within the DIP, you need to answer the question ‘Have you found a property yet?’, if answered ‘Yes’, you can then enter the property details.

How do I change the property details? 

If the application hasn't been submitted, select 'DIP' on the left-hand side of the menu, select 'Change data' at the bottom of the page, then on the 'Loan requirements' page, you'll be able to amend the property address within the 'Property details' section and re-run the DIP for a decision.

If the application has been fully submitted, you can't amend the address. You'll need to cancel the application and start a new one with the new property details. A DIP can be updated without leaving a hard footprint on your client's credit file.

I'm struggling to complete the 'Loan requirements' section

This may be due to the type of application you're keying. Check out our useful keying guides for guidance on how to key certain applications. If you need further support, please contact us using Broker Chat

The DIP decision is giving me a lower borrowing amount than expected, what shall I do?

This may be due to information keyed in the DIP, or additional information held on your client's credit file. Please double check the income and outgoings information you’ve keyed. If you need further support, please contact us using Broker Chat

The eligibility screen is stating that the application doesn’t meet your eligibility criteria.

This application hasn’t been credit scored yet; this is an affordability calculation based on the information you’ve keyed.

Before proceeding, please check all the information you’ve entered within the ‘Loan Requirements’, ‘Income’ and ‘Outgoings’ screens to ensure this is correct – a common mistake is mis-keying outgoing amounts and frequency.

If you need further support, please contact us using Broker Chat

How do I key a Buy to Let in the background?

On the existing mortgage details page, if you key that a mortgage balance is continuing, additional questions will be asked regarding the property being let. Please remember that where there will be more than one mortgage in place at completion the maximum LTV will be 85%. Please see our lending criteria for further details.

How do I amend the DIP?

If you’ve submitted the application, you will need to use the amend case function to alter the information within the DIP. For information on what can be amended please visit our submit a case page. If you need further support, please contact us using Broker Chat.

If you haven’t submitted the application but have already received a DIP decision, there may be a ’Change data’ button available, depending on the outcome:

• If the DIP is an ‘Accept’ or 'Refer', press open, this will take you to the decision page where you'll find the ‘Change data’ button. You'll then be able to re-visit sections and amend any details that aren't greyed out.
• If the DIP is a ‘Decline’, the DIP may be uneditable - depending on the reason(s) for decline. The 'Change data' will appear if this is editable.
• If the DIP has ‘Expired’, and there isn’t a change data option, you'll need to re-key the application.

If you need further support, please contact us using Broker Chat

How do I unlock the DIP?

We'll need to unlock the case for you, please contact us using Broker Chat

I need help with DIP results.

Please go to our DIP help page where you'll find helpful information on what to do next.

How do I key a porting case?

Please refer to our handy porting application guide for help keying a porting case.

My client has redeemed their Nationwide mortgage and would like to port, how do I key this?

This'll need to be submitted as a paper application, please contact technical support using Broker Chat and we'll issue you with a ticket ID. Please note, the new mortgage must be completed within 180 days of the redemption date for any ERCs to be refunded.

How do I create a porting illustration?

Once you have created a porting application, you'll be able to create an illustration in either the illustration or reserve product section of your case. You can access the illustration section in the menu on the left hand side of your ‘Case Home’ page.

Alternatively, once you have completed a Decision in Principle (DIP), you'll have the option of producing an illustration once you have selected a product.

I've started a porting application, but my client no longer wishes to port. 

Prior to submitting the application, you'll be able to change the application type from porting to non-porting by revisiting the ‘Existing Mortgage Details’ section within the DIP and answering ‘No’ to the question ‘Would the applicant(s) like to port any of these mortgage accounts?’

You'll be unable to change an application from non-porting to porting.

How do I key a rate switch application?

Please refer to our handy rate switch guide for help keying a rate switch case.

How do I complete an illustration for a rate switch?

The offer is produced at the end of the application and is a combined offer and illustration.

Why isn't my client eligible to switch?

Your client won’t be able to switch if:

• There are more than two applicants (if there are, please complete a paper application).
• There are foreign addresses.
• They're self-employed abroad.
• The application is for a buy to let property.
• The property address is in the Isle of Man, Isles of Scilly or the Channel Islands.
• Income used to support the application is received in a foreign currency.
• They're a resident in the UK for tax purposes when the mortgage has completed.
• Any applicant is bankrupt.
• The mortgage account is currently on a payment holiday.
• The existing product has an ERC and isn’t in the last three months of the deal.
• The account balance is less than £1000.
• There is negative equity.
• The account is in arrears.
• The account is a CCA regulated account type.

If you believe the account should be eligible to switch and the reason isn’t listed here, please contact technical support using Broker Chat.

My client has an overpayment reserve in place.

Any overpayment immediately reduces the capital balance, and also builds an overpayment reserve.

If your client has an overpayment reserve, this will not be included in their overall mortgage balance when calculating their Loan to Value (LTV) for rate switch applications.

If the product LTV being offered isn’t what you expect this could be down to the property valuation.

If your client has an overpayment reserve and is applying for further borrowing this will impact the LTV. To remove the overpayment reserve your client will need to call 0345 730 20 11.

Why am I not getting the products I'm expecting?

The most common reason is the value of the property is different to what you were expecting. If this is the case, you'll need to complete a rate switch valuation appeal form.

You can find more information on our rate switch page.

How do I reserve a rate switch product?

You can't. The application must be submitted to secure the product.

How do I accept the offer?

Please click on ‘Final Steps’ on the left-hand side of your screen, answer the question regarding your client consenting to the application and then click ‘switch now’ at the bottom of the page.

How do I cancel a rate switch?

Information about how to cancel a rate switch can be found on our rate switch page.

I need to update my FCA number

• You'll need to Register under your new company details if your FCA number has changed.

I need to set up a submission route

• Login to NFI Online.
• Once logged in, click on ‘My Home’ located at the top of the screen.
• On the left-hand side of your screen, go to ‘Manage my Details’, then select ‘Submission Routes’ from the menu along the top.
• You can then remove current submission routes or add a new one from the list. You'll need to add the agent code first.
• Then click ‘Update’ at the bottom of the screen.