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.

Please don't call us for an update within the first 7 working days after you submit an application, as we'll be assessing your application. If we need anything further from you we'll be in touch by email.

You’re likely to experience longer waiting times between 12pm and 2pm, so please call outside of these hours when possible.

Service levels* 
(last updated 20 May 2022)

Application Type
(non-refer cases)
Refer cases**
Average number of working days for initial assessment 9 days* 5 days*
DIP refer status reviewed within N/A 4 days*
Average number of working days for document processing 8 days*
Percentage of valuations booked and carried out within 10 days*** 90%
Valuation assessment (if required) once received by Nationwide 8 days*
Average number of working days from app to offer 14 days* 21 days*
Post offer assessment 4 days*

Average time to answer calls: New enquiries 8 minutes 29 seconds
Average time to answer Broker Chat requests: New enquiries 22 minutes 36 seconds
Average time to answer calls on submitted cases 14 minutes 9 seconds

* These are measured in working days from the day after you submit your case or document. Please note all timescales quoted are averages and can change daily depending on volumes.

** All cases which receive an initial refer decision.

*** Subject to access and application submitted correctly.

Case tracking

To track the progress of your application, login to NFI Online and select 'Case Tracking' for an instant update.

Login to NFI Online

Case tips

Take a look at how we progress cases – you’ll find lots of useful information that may save you a phone call.

Case updates - top tips