Giving you direct access to underwriters whenever you need them
11/11/2026
We've been continuing our work to give you access to our underwriters whenever you need them. It’s part of our pledges to you.
Isn’t it annoying when you miss a call and you have no number to call back on? We’re changing that.
We’ve made staying connected with the underwriter handling your case even simpler. If an underwriter calls and you're unable to answer, you'll be given a direct callback number so you can return their call.
You'll also receive a MATS message if your case is assigned to an underwriter, including their direct contact number, making it easier to discuss the application and get updates.
This might sound like a simple change, but it will:
give you easier access to an underwriter
help reduce time to offer
enhance the support you get through the application process
give you a smoother, more efficient journey.
It's a win-win.
And this is just one of many improvements we’ve made in 2026. We know you’re busy, so here are the highlights.
32k+ broker calls and counting
Since January 2026, we've made 32,141 outbound calls to brokers, helping resolve your queries faster.
Expect a call before an email
If we need more information, we'll try to call you first to keep things moving.
Save 0800 389 0755 so you know it's us.
Put a name to the case
Once your application is submitted, the underwriter reviewing it will send a MATS message to let you know they've picked it up.
A conversation before a max loan decision
Our enhanced max loan process now includes an outbound call (if we need more details) before a maximum loan is offered.
No surprises for your clients
Ahead of a decline decision we’ll contact you so you can discuss it with your client first.