Service Updates

Please bear with us at the moment

We may take longer to answer your calls and messages, or to process your applications and requests. Some of our employees are self-isolating, and there is a lot to do, but we'll continue to work as fast as we can. As always, supporting you and your clients is our top priority.

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 seven 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 updated 9 July 2020)
Average time to answer calls: Material change and completions enquiries 13 seconds
Average number of working days from application to offer 20 days
DIP refer decisions reviewed within 5 days*
Average number of working days for document processing 3 days*
Average time to answer calls: New enquiries 1 minute 52 seconds
Average time to answer Broker Chat requests: New enquiries 1 minute 5 seconds

*Please note, this is measured from the day after you submit your case or document.

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.