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 note: all timescales quoted in the table below are averages and can change daily depending on volumes.


Service levels* 
(last updated 12 April 2024)

Application Type
Standard 
(non-refer cases)
Refer cases**
Average number of working days for initial assessment 4 days* 6 days*
DIP refer status reviewed within N/A 1 day*
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).
92%
Valuation assessment (if required) once received by Nationwide 3 days*
Average number of working days from app to offer 10 days* 16 days*
Post offer assessment 2 days*

Average time to answer calls: New enquiries 14 seconds
Average time to answer Broker Chat requests: New enquiries 1 minute 50 seconds
Average time to answer calls on submitted cases 7 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.

Login to NFI Online