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 note: all timescales quoted in the table below are averages and can change daily depending on volumes.
Service Updates
|
Service levels* |
Application Type | |
|---|---|---|
| Standard (non-refer cases) |
Refer cases** | |
| Average number of working days for initial assessment | 5 days* | 5 days* |
| DIP refer status reviewed within | N/A | 6 days* |
| Average number of working days for document processing | 3 days* | |
| Percentage of valuations booked and carried out within 10 working days (Subject to access and application submitted correctly). |
95% | |
| Valuation assessment (if required) once received by Nationwide | 3 days* | |
| Average number of working days from app to offer | 11 days* | 15 days* |
| Post offer assessment | 3 days* | |
| Average time to answer calls: New enquiries | 2 minutes 30 seconds | |
| Average time to answer Broker Chat requests: New enquiries | 20 seconds | |
| Average time to answer calls on submitted cases | 12 seconds | |
* These are measured in working days from the day after you submit your case or document.
** All cases which receive an initial refer decision.
Case tracking
To track the progress of your application, login to NFI Online and select 'Case Tracking' for an instant update.