Service Updates

We’re committed to providing you with a level of support and service that is second to none. So that we’re completely transparent as to how we’re currently performing, please see our latest service stats below.

Following the Bank of England Base Rate announcement, you may experience longer than usual wait times. Please stay on the line and we will answer your call as soon as possible.

Please take advantage of NFI Online to track the progress of your application.


Service levels (21 November 2017)
Average time to answer calls: Case updates 37 seconds
Average number of working days from application to offer 9 days
Processing FMA documents up to received date 20 November
Average time to answer calls: New enquiries 1 minute 38 seconds
Average time to answer Broker Chat requests: New enquiries 1 minute 23 seconds

If you've placed a case with Nationwide recently please tell us about your experience. We're here for you and your feedback is invaluable to helping us make your life easier.

Case tracking

If you have placed a case with us and would like to track its progress please:

click here for online cases (NFI Online)
click here for MTE cases
for paper cases (MATS), please copy and paste the following URL into your browser: https://mats.nationet.com/mortgages/intermediaries

To find out how to get in contact with us, visit our Contact Us page.