Service Level Agreement for mortgage intermediaries

Help and support for intermediaries

Date of agreement 19 June 2025.

Objective of the agreement
The purpose of the Service Level Agreement is to describe the key services we provide and the quality standards we have agreed with our service users in terms of service delivery.

This agreement sets out 
  • The services we provide to intermediaries 
  • The overall standard which we aim to achieve in the provision of our services 
  • A mechanism for resolving any problems relating to the delivery of the service 

Future reviews and amendments to this Service Level Agreement 
This agreement will be reviewed annually as part of the annual planning process and any cahnges will be agreed with service users. Changes made to this agreement will be signed off by all parties annually.

Objectives of the service 
  • To provide lending decisions on enquiries from mortgage intermediaries 
  • Carry out broker registrations 
  • Carry out ESIS requests as needed
  • Assess DIP's

Service users 
Mortgage intermediaries 

Service availability

Our helpdesk is open Monday to Friday from 9.00am to 5.00pm (except Wednesdays when we open at 9.30am).

Live chat is avaliable.

Live appointment booking with BDM's

Service levels 
  • DIPs - acknowledgement within 4 hours and decisions are given within 24 hours for more complext cases
  • ESIS requests - usually within 4 hours but can take up to 24 hours 
  • Broker registrations - up to 24 hours 
  • Acknowledgement of new applications - 24 hours 
  • Initial assessment and requests for further information - 48 hours 
  • Assessment of references, valuation and additional information - 48 hours 

All timescales are working hours. If you need any of the above dealing with more urgently we will make every effort to meet your request. Please advise us by email or call us. 

Complaints 
We have a formal complaints procedure. If you have a complaint, please contact our helpdesk so they can resolve it. You can request that your complaint be referred to head office. It is our intention to settle all complaints promptly and fairly. We are participants of the Financial Ombudsman Service. Most complaints that we cannot resolve can be referred to the Financial Ombudsman Service.