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’re currently receiving a high number of calls, so please don't call for a case update on an application you have submitted:

  • within the last 7 working days for standard cases (non refer cases)
  • or within the last 20 working days for refer cases**

You can use 'Case Tracking' on NFI Online to see your next update. If we need anything further from you we'll be in touch by email.

Reminder: Stamp duty holiday deadline is Wednesday 31 March 2021. Please make sure you allow enough time for the mortgage application and legal work to complete to meet eligibility criteria.

Service levels* 
(last updated 3 December 2020)
Application Type
(non-refer cases)
Refer cases**
Average number of working days for initial assessment 6 days* 15 days*
DIP refer status reviewed within N/A 1 day*
Average number of working days for document processing 5 days*
Valuations booked and carried out*** 6 days*
Valuation assessment (if required) once received by Nationwide 6 days*
Average number of working days from app to offer 16 days* 33 days*
Post offer assessment 5 days*

Average time to answer calls: New enquiries 7 seconds
Average time to answer Broker Chat requests: New enquiries 3 minutes 38 seconds
Average time to answer calls on submitted cases 3 minutes 0 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 applications which receive an initial refer decision, e.g. First Time Buyers cases at 85% LTV or above and/or self-employed applicants.

*** 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.