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.

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

Please note, we’re experiencing high volumes of calls for case updates, which may mean it takes us longer to answer your call. View our top tips, which may save you a phone call.


Service levels (15 January 2018)
Average time to answer calls: Case updates 2 minutes 23 seconds
Average number of working days from application to offer 11 days
Processing FMA documents up to received date 11 January
Average time to answer calls: New enquiries 1 minute 11 seconds
Average time to answer Broker Chat requests: New enquiries 2 minutes 34 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.