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. We only ask that you don’t call us for an update within the first four working days after you submit an application. If we need anything further from you, we'll be in touch.

Curious about where we’re up to with your case? Take a look at how we progress cases – you’ll find lots of useful information that may save you a phone call.

Service levels update table
Service levels (Last update 14 February 2019)
Average time to answer calls: Case updates 46 seconds
Average number of working days from application to offer 10 days
DIP refer decisions reviewed within 72 hours
Average number of working days for document processing 3 days
Valuations are instructed on Day 1
Average time to answer calls: New enquiries57 seconds
Average time to answer Broker Chat requests: New enquiries 2 minutes 35 seconds

Case tracking

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


To track your case on MTE, login below.