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 (Last update 8 October 2019) | |
|---|---|
| Average time to answer calls: Case updates | 16 seconds |
| Average number of working days from application to offer | 9 days |
| DIP refer decisions reviewed within | 48 hours* |
| Average number of working days for document processing | 3 days |
| Valuations are instructed on | Day 1 |
| Average time to answer calls: New enquiries | 37 seconds |
| Average time to answer Broker Chat requests: New enquiries | 1 minute 21 seconds |
*Please note, this is measured from the day after you submit your case.
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.