Service levels

The best service starts with great communication. So here, you can get an indication of how long it'll take us to process your cases.

Service levels*	Application Type
Service levels*	Standard (non-refer cases)	Refer cases**
Average number of working days for initial assessment	2 days	3 days
DIP refer status reviewed within	N/A	1 day
Average number of working days for document processing	2 days
Percentage of valuations booked and carried out within 10 working days (Subject to access and application submitted correctly).	94%
Valuation assessment (if required) once received by Nationwide	2 days
Average number of working days from app to offer	8 days	14 days
Post offer assessment	2 days

Information:

We aim to answer all calls and Broker Chat within five minutes, and we often answer quicker than this. Our phone lines and Broker Chat are busiest between 12 noon and 2pm.

Case tracking

To track the progress of your application, log in to NFI Online and select 'Case Tracking' for an instant update.

Log into NFI Online

*These are measured in working days from the day after you submit your case or document. Please note all timescales quote are averages and can change daily depending on volumes.

**All cases which receive an initial refer decision.