Service Levels

Service Levels

Current Processing Times are detailed below

Current Processing Times
New broker registrations Actioned within 2 days following verification by your Firm/Network
LiveTALK average wait time
18 minutes
Employed New Business and Product Transfers with Additional Borrowing Applications to be Underwritten All applications underwritten on Day 4 following receipt of complete supporting documentation
Employed Further Information
Documents submitted Wednesday 13th October
Self Employed/Complex case New Business and Product Transfers with Additional Borrowing Underwriting
All applications underwritten on Day 2 following receipt of complete supporting documentation   
See Packaging guide
Self Employed/Complex case Further Information Documents submitted Tuesday 12th October
Ported Mortgage Illustration requests Requests received on Wednesday 13th October
Ported Mortgage Applications This will take an additional 2 working days on top of our reported employed and self employed SLA's quoted above
Case Updates average wait time 4 minutes
In the last week 24% of cases were offered within 7 days Average speed in this group = 6 days
In the last week 41% of cases were offered within 8 to 14 days Average speed in this group = 11 days
Average speed to offer Product Transfer 2 days
Production of Redemption Statements 2 days

Last updated 14/10/2021 at 11:35am

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