We regularly canvass opinion from a range of industry contacts at mortgage clubs, networks, specialist distributors and brokers themselves, and the input we received helped shape the lender we are today.

We know that providing a high quality and consistent service is vital, and we are also acutely aware that intermediaries like to deal with a lender that gives them certainty. This means not only sticking to published underwriting criteria and service standards, but also ensuring that borrowers actually get the products they apply for. For this reason, we include statistics about certainty in our service standard reporting.

In today’s digital age, we also appreciate the value of the telephone to mortgage brokers. According to research from IRESS in 2017, 83% of brokers say they call lenders between three and six times per application. Only a third of lenders (33%) provide service information for telephone service levels, but we’ve made sure we’re one of them.

Our service in numbers:

Broker registrations

  • 100% of new broker registrations are processed within 24 hours

Decision in Principle (DIPs)

  • 99% of DIPs are actioned within 24 hours


  • 100% of applications are actioned within 36 hours
  • 99% of all submitted documents are actioned within 36 hours
  • 100% of valuations are underwritten within 48 hours

Telephone service

  • 8 seconds – average telephone waiting time for brokers 

Correct as at 25th February 2018

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The Mortgage Lender Limited is authorised and regulated by the Financial Conduct Authority (Financial Services Firm Reference Number 707058). Registered in England & Wales as company number 9280057. Registered office address: Fifth Floor, 100 Victoria Street, Bristol BS1 6HZ.