Speak to us
Before submitting a case
Speak to our Head Office Business Development Manager (BDM) team for new business and criteria related queries.
Broker chat
Chat with our experts.
- Monday, Wednesday and Thursday: 9am - 4:45pm
- Tuesday and Friday: 9.30am - 4:45pm
- Weekends and bank holidays: Closed
After submitting a case
Speak to our Mortgage Service Desk for all case updates, technical and completion queries.
Please ensure you have the reference number of the case available at the time of your call.
- Monday to Friday: 9am – 4.45pm
- Weekends and bank holidays: Closed
Useful links
Fee information
We have a set fee cap for broker fees. We will accept up to £1,000 for loans up to £100,000, and up to a maximum of £1,500 for loans above £100,000.
For new lending applications, we'll pay a 0.40% procuration fee on the loan amount as shown in the offer for residential lending and 0.50% for buy to let lending.
For rate switch applications, we'll pay a 0.20% procuration fee on the loan amount as shown in the offer.
For additional borrowing applications, we'll pay a 0.35% procuration fee on the loan amount as shown in the offer – with a minimum procuration fee set at £50.
We'll pay the procuration fee on the eighth day of the month following completion of your client's application to your chosen payment route. These payments can take two working days to reach your chosen payment route. If the eighth day lands on a weekend or bank holiday, the procuration fee will be processed on the next working day.
If you have a query about a procuration fee, please call us on 03450 454 050.
How to upload documents
You can upload any documentation we’ve requested in Mortgage Hub. Please make sure your Case ID is visible in each document.
All of the following file extensions are supported: .pdf, .tif, .tiff, .jpg, and .jpeg. Each attachment can be no larger than 10MB.
If you have cases in our previous system, then continue to use our secure email service to send documentation.
For cases submitted through Mortgage Hub, please remember to upload any supporting documents. We won’t be able to process anything for Mortgage Hub received through our secure email service.
View more information about secure email service.
For more information on uploading documentation, see our frequently asked questions.
Additional documentation
If you choose to send any documentation we’ve not requested, you won’t be able to upload it in Mortgage Hub. You’ll need to contact our service desk on 03458 480 061. They’ll then let you know how to send your documentation to us.