Service Levels

Current Processing Times
New broker registrations Registrations received Friday 16th April
LiveTALK average wait time
10 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 19th April
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 Monday 19th April
Ported Mortgage Illustration requests Requests received on Monday 19th April
Ported Mortgage Applications This will take an additional 3 working days on top of our reported employed and self employed SLA's quoted above
Telephony average wait time 1 minute
In the last week 28% 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 20/04/2021 at 10:00am

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