Case tracking
To track the progress of your application, login to NFI Online and select 'Case Tracking' for an instant update.
Service Updates
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.
Please don't call us for an update within the first 7 working days after you submit an application, as we'll be assessing your application. If we need anything further from you we'll be in touch by email.
You’re likely to experience longer waiting times between 12pm and 2pm, so please call outside of these hours when possible.
|
Service levels* |
Application Type | |
|---|---|---|
| Standard (non-refer cases) |
Refer cases** | |
| Average number of working days for initial assessment | 11 days* | 5 days* |
| DIP refer status reviewed within | N/A | 4 days* |
| Average number of working days for document processing | 11 days* | |
| Percentage of valuations booked and carried out within 10 days*** | 90% | |
| Valuation assessment (if required) once received by Nationwide | 11 days* | |
| Average number of working days from app to offer | 15 days* | 22 days* |
| Post offer assessment | 4 days* | |
| Average time to answer calls: New enquiries | 2 minutes 55 seconds | |
| Average time to answer Broker Chat requests: New enquiries | 10 minutes 5 seconds | |
| Average time to answer calls on submitted cases | 14 minutes | |
* These are measured in working days from the day after you submit your case or document. Please note all timescales quoted are averages and can change daily depending on volumes.
** All cases which receive an initial refer decision.
*** Subject to access and application submitted correctly.
Case tips
Take a look at how we progress cases – you’ll find lots of useful information that may save you a phone call.