Frequently asked questions

We will temporarily block access to the secure area of this site if you enter your password incorrectly three consecutive times.

If you login using a six-digit introducer code we will automatically send you a secure mail with a temporary password. You can then reset this to a password that you can remember, and that is personal to you.

If you login using a four-digit introducer code please contact the Intermediary support team on 0845 757 3612, who will allocate you a new six-digit code and password.

If you login using a six digit Intermediary code and cannot remember your password, login to the secure area of the website, click on 'Forgotten password' and follow instructions.

If you login using a four digit Intermediary code please contact the Intermediary support team who will allocate you a new six-digit code and password.

If we don't detect any activity on our website for 30 minutes after you've logged in, we will automatically time-out your access for security. If this happens, you will be shown a message on the screen asking you to login again.

Find out more about using the Send Secure email service and how to sign up for it.

Login to the secure area of the website, select 'Case tracking' and enter your Case ID number to see the processing stage your case has reached. You will also be able to see what is outstanding or awaiting a response from you or your client, for example if we are waiting for proof of income or other documentation.

If you would like to amend the mortgage type, mortgage amount, purchase price or correct any spelling errors, you can go into 'Retrieve case' with your Case ID number and click on 'Amend' to make these changes.

If the property being purchased has changed, please contact the Intermediary support team on 0845 757 3612.

If you would like to amend any details on a case that has been offered, we ask that you contact the Intermediary support team on 0845 757 3612 in the first instance, who will advise you on the next steps.

When you submit the application form to us online we will ask you to enter the customer's debit or credit card details so that we can debit their account for the mortgage fees. If you are unable to do this when you submit the case please telephone our Intermediary support team on 0845 757 3612 and provide the card details to be debited.

Login to the secure area of the website, select the type of mortgage you want then click on AIP.

By selecting the AIP option we will check the details of the applicant and their mortgage requirements against our own lending policy before submitting it for a full online credit check.

Login to the secure area of the website, select 'retrieve case' and enter your Case ID. If the case has been submitted, you can select 'print' button below your case details to print out a copy.

If the details of the applicant and their mortgage requirements do not meet our lending policy a message will appear asking you to call us. We will not carry out a full online credit score in this instance.

Login, then select the type of mortgage you want and click on KFI. This will enable you to get a quick indication of the monthly cost of the mortgage as well as print a fully compliant KFI.

Production of a KFI is not an indication that we would be willing to lend on the case. In order to get an online lending decision you must submit an AIP. This will enable us to assess the details of the case against our lending policy and complete an online credit check.

If your case is not being processed, it is likely that we have not received your booking and valuation fees. Booking and valuation fees, where applicable, must be paid on application, and are non-refundable. Until these fees are received the application will not be processed. This means the product is not reserved and a valuation will not be instructed.

We will automatically cancel any applications received without the relevant fees after ten days. Where this happens you will need to re-submit the application and select a new product if the previous one has closed. Any booking and valuation fees that apply to the new product will need to be paid.