Clydesdale Bank Intermediaries has published a new service commitment to see customers receive an offer within 10 days of a fully packaged application being submitted.
If an offer isn’t made within the committed timescales, customers will receive £100. Terms and conditions apply to the commitment which can be found on the Bank’s intermediary website.
The improved service offering also introduces the aim to provide a decision in principle to the broker within 48 hours of a case being submitted.
The launch follows the announcement that the expertise of Virgin Money and Clydesdale Bank Intermediaries is being brought under one management structure to simplify the broker experience.
Earlier this year the combined group outlined that significant investment in mortgage market for brokers and customers including new branded offerings across all the mortgage channels.
Sarah Green, head of intermediaries, said: “We’ve listened to what our brokers have been telling us and have been working hard to improve our service.
“We know that getting things done quickly can make all the difference when it comes to helping customers. That’s why we now aim to issue an offer in 10 days of receiving a fully packaged application, or we’ll give customers £100 if they go on to complete with us.”
As well as quicker decisions, Clydesdale Bank Intermediaries is aiming to contact brokers at each stage of the process. Brokers will receive a decision in principle within 48 hours of a case being submitted and, if any more documents are needed to progress the case, they will let brokers know.
Green added: “Our partners are a key component of our mortgage business and we deliver the majority of our mortgage business through those partnerships.”
