Service Updates

Please don’t call for a case update within the first four working days after submitting your application. If we need anything, we'll contact you.

View our case updates – top tips page which may save you a phone call.

We’re committed to providing you with a level of 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.

Service levels (Last updated 20 March 2018)
Average time to answer calls: Case updates 1 minute 45 seconds
Average number of working days from application to offer 14 days
Average number of working days for document processing 4 days
DIP refer decisions reviewed within 2 days
Valuations are instructed on Day 1
Average time to answer calls: New enquiries 37 seconds
Average time to answer Broker Chat requests: New enquiries 12 seconds

Case tracking

To track the progress of your application, login to NFI Online and select Case Tracking for an instant update. To track your case on MTE, click here.