Service Updates

The best service starts with great communication. So here, you can get an indication of how long it’ll take us to process your cases. We only ask that you don’t call us for an update within the first four working days after you submit an application. If we need anything further from you, we'll be in touch.

Curious about where we’re up to with your case? Take a look at how we progress cases – you’ll find lots of useful information that may save you a phone call.

Service levels update table
Service levels (Last update 21 February 2020)
Average time to answer calls: Case update 3 minutes 2 seconds
Average number of working days from application to offer 9 days
DIP refer decisions reviewed within 48 hours*
Average number of working days for document processing 2 days
Valuations are instructed on Day 1
Average time to answer calls: New enquiries 21 seconds
Average time to answer Broker Chat requests: New enquiries 18 seconds 

*Please note, this is measured from the day after you submit your case.

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, login below.