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.

You can use 'Case Tracking' on NFI Online to see your next update. 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. 

Thank you for continuing to support your clients during this time and making sure they fully understand the importance of this date. Please ensure all applications are submitted with the requested paperwork.

Service levels* 
(last updated 21 September 2021)

Application Type
(non-refer cases)
Refer cases**
Average number of working days for initial assessment 5 days* 4 days*
DIP refer status reviewed within N/A 2 days*
Average number of working days for document processing 6 days*
Percentage of valuations booked and carried out within 10 days*** 85%
Valuation assessment (if required) once received by Nationwide 6 days*
Average number of working days from app to offer 15 days* 21 days*
Post offer assessment 2 days*

Average time to answer calls: New enquiries 3 minutes 21 seconds
Average time to answer Broker Chat requests: New enquiries 6 minutes 50 seconds
Average time to answer calls on submitted cases 6 minutes 28 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.

Case tips

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.


To track your case on MTE, login below.