Service Levels

Current Processing Times
New broker registrations Actioned within 48 hours following verification by your  Firm/Network
LiveTALK average wait time
30 minutes
Employed New Business and Product Transfers with Additional Borrowing Applications to be Underwritten All applications underwritten on Day 2 following receipt of complete supporting documentation
Employed Further Information
Documents submitted Monday 21st June
Self Employed/Complex case New Business and Product Transfers with Additional Borrowing Underwriting
All applications underwritten on Day 3 following receipt of complete supporting documentation   
See Packaging guide
Self Employed/Complex case Further Information Documents submitted Friday 18th June
Ported Mortgage Illustration requests Requests received on Monday 21st June
Ported Mortgage Applications This will take an additional 2 working days on top of our reported employed and self employed SLA's quoted above
Telephony average wait time 5 minutes
In the last week 28% of cases were offered within 7 days Average speed in this group = 6 days
In the last week 42% 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 22/06/2021 at 10:55am

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