Getting the quickest answers

Broker Portal log in

Case tracking

On this page

Pre and post application queries

WhatsApp and LinkedIn

Sending information to us

For pre application, post application and live chat

The quickest way to get the answers you need is online.

Please view our A-Z lending page for all the information you need on policy or technical queries.
We regularly update our service levels, you can access them here.

Technical queries

Please use our broker portal guidance when you are submitting your customers mortgage application

Please check Case Tracking.
You can self-serve and make product amendments to in-flight applications.
You can track changes or check where we're up to with your customer’s mortgage application.
There is no need to call us for these requests please check our portal here.

There's more ways to keep in touch.

What you can use WhatsApp for?

Pre‑Application Guidance: Get help understanding policy, packaging expectations and common case requirements before submitting an application. Ideal for early-stage queries.
Post‑Application Support: Reach out for help navigating an application that’s already submitted — including understanding what’s outstanding, clarifying next steps, or getting support in resolving issues that may be holding up progress.
Password Resets: If you’re locked out or having trouble accessing your intermediary account, we can help you get back in quickly and securely.

We're available on WhatsApp: Monday – Friday 9am – 5pm. Wednesday 10am - 5pm.

We have a NatWest Intermediary LinkedIn page – and we’d love for you to be a part of it.

By following, you’ll get:

Don’t miss out – join the conversation here.

Upload supporting documents securely within our Broker Portal.

You’ll be able to view all outstanding supporting information and receive real time confirmation that your document has been successfully received.

If you’ve got any other questions

Contact us on: 0345 026 0008 (Relay UK: 18001 0345 026 0008). Calls may be recorded for training and monitoring purposes.