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Service Standards
We pro-actively measure ourselves against our internal standards the principles of which are as follows:
- New applications and decisions-in-principle will be processed within 24 hours of receipt
- Valuations will be instructed within 24 hours of acceptance if the appropriate fee has been paid, unless we receive an instruction to the contrary
- Procuration fees will be paid no later than 48 hours of receipt from lender
- We will do our utmost to ensure that applications are processed in a professional, efficient and friendly manner.
- We strive to ensure all calls are answered within 10 seconds
- We attempt to deal with as many calls as possible but if not we will return your call within one hour
- You can speak to anyone, whatever level if necessary
- We will deal with any complaints on the same day
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