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 |
4 minutes |
| Employed New Business and Product Transfers with Additional Borrowing Applications to be Underwritten | All applications underwritten on Day 3 following receipt of complete supporting documentation |
| Employed Further Information |
Documents submitted Wednesday 22nd September |
| 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 Wednesday 22nd September |
| Ported Mortgage Illustration requests | Requests received on Wednesday 22nd September |
| 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 | 6 minutes |
| In the last week 23% of cases were offered within 7 days | Average speed in this group = 5 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 |