Online Mortgage Submissions FAQs

If I'm having trouble logging in, what should I do?

• To log in, you will need to enter your username and password which you created when you completed the registration process.
• If you have tried unsuccessfully to log in three times you will automatically be locked out. If this occurs please contact the Intermediary Support team on 0345 602 2338.
• If you forget your log in details please contact the Intermediary Support team on 0345 602 2338.

How long does it take to register?

• Registration is quick and straightforward to complete and should only take approximately 5-10 minutes. There are five simple steps including:
  - Read and accept our terms of business.
  - Provide your own personal details including the FCA number for your firm.
  - Confirm your address details and which club/network you are a member of.
  - Set up your user name, password and security question for future login.
  - We will then confirm that your application is complete.

How do I register with more than one club or network?

• Introducers wishing to use multiple clubs or networks should register against one initially and when you take a case through to full application submission you can choose the club you are submitting the business through.

My permissions have changed (for example, gone from AR to DA), do I need to re-register?

• Yes, you will need to re-register with your new status using the online registration system.

How do administrators register?

• Following completion of an introducer's own personal registration, introducers who have administrators working on their behalf should send an email to isadministrators@newcastle.co.uk and include:
  • Full name of the administrator and the name of the firm they belong to.
  • Role required: Full admin (can process, edit and view cases on an introducer's behalf) or read only (can view cases only on an introducer's behalf).
  • Name of the introducer whom the administrator will be working on behalf of. (This may be more than one introducer therefore we will need details of all the introducers and they must also be registered before this access can be granted).
  • Your contact telephone number should we need to confirm any details with you.
  • Upon receipt of this email we will assess the registration and arrange for the access to be granted or contact you to discuss further.

Do I have to be logged in to complete the affordability calculator?

• No, you can still complete an affordability calculator when you are not logged in however the information you submit will not be saved.
• You can complete an affordability calculator when logged in and revisit this at a later date to continue with the online DIP/full application submission.

What do I need to do if a DIP isn't approved?

• If the response is a decline you can discuss the case further with Intermediary Support team on 0345 602 2338.

What if my client's circumstances change?

• If there is any change in circumstances you may use the clone function prior to submitting the full application
• If there is a change in circumstances once we have received your full application then please contact our Intermediary Support team on 0345 602 2338.

Can I retrieve a copy of the DIP Certificate/Declaration & Keyed Data Form?

• Yes, you can log in at any point and manage existing DIPs/applications and print out the Application Documents applicable to the status of your case.

I've submitted a DIP before you have gone live with the full application function, can I still view my DIP cases?

• Yes, any DIP's submitted will be available to view and may be edited depending on the status within your login area. Where you have received an accept decision and have not submitted a paper application you will be permitted to proceed to full application submission online. If you have already submitted a paper application and we are in receipt of it, you will not be able to submit another application online.

From start to finish, how long will the online DIP and full application take?

• The process should only take approximately 20/30 minutes and may be a little longer with more than one Applicant. The DIP response will be automatically generated and provided within a couple of seconds. If accepted you can proceed immediately to full application submission.

What if the system crashes when I'm submitting a DIP or full application?

• If you experience any problems when submitting a case via our online system please call our Intermediary Support team on 0345 602 2338.

Do I still book funds in the same way as before?

• No, Funds will be allocated to your application once the submit button has been pressed; you should however pay any fees as soon as possible in order to secure the product. If we do not receive fees, supporting documentation and a signed declaration form within five days of submission, the application will be cancelled.

Why have you developed the online adviser registration, DIP and full application submission functions?

• We have been working hard to improve the service we provide to our intermediary partners, making it easier for you to manage and submit cases to us.
• The online adviser registration, decision in principle (DIP) and full application submission function have been developed to save you time and make the process of submitting business easier and more streamlined.

Do I have to use the new online DIP/full application system to submit a case?

• Yes, completion of the online DIP/full application is now a mandatory part of our application process for all cases. We are no longer able to accept the previously used DIP or paper application forms.
• In order to complete an online DIP/full application submission you need to register using our online registration system.

Will these online systems improve the application process for me and my client?

• Yes, the new systems will allow you to receive an instant decision in principle confirming whether your client has been approved for a mortgage with us. This eliminates the need for you to send us paper forms which can take longer. If your client(s) have obtained an accept decision you will be able to continue to full application submission online.
• Using your login details you will also be able to manage existing DIPs/applications including:
  • View/edit/apply functions which are now available for DIPs/applications prior to submission.
  • View the decision of a DIP.
  • View and print a DIP certificate for your client(s) who have obtained an accept decision.
  • Proceed to full application following an accept decision.
  • Print declaration and data keyed forms

What other system developments are you working on?

• We continue to invest in our systems to provide you with a better service and will keep you updated.
• The next phase of our development plan will focus on enhancing the full application process.
• This aims to include:
  • Ability to upload documents when you submit a full application through the online system as the application progresses to offer.
  • Automatic case updates

My client has a BFPO address, can I proceed with an online application?

• No, your client will be required to contact Newcastle Building Society directly to complete an application.

If you have any further questions, not answered in this document, please contact the Intermediary Support team on 0345 602 2338.

I am not receiving any emails why is this?

• You may have entered an incorrect e mail address at registration, or there may be another technical reason why this service has failed. Please contact our Intermediary Support Team on 0345 602 2338 who will check the email address set up on your account.

If my administrator has submitted the application will we both get updates?

• Yes, where an application has been submitted by an administrator the intermediary and administrator will both receive email updates.

When will I receive my email updates?

• We will send you updates at key points through the application process. The updates will start from receipt of an application through to completion of the mortgage.

Will these updates be visible online?

• You will not see the email within your online logged in area, however the "Tracking" option will provide you with an update of what stage your case is currently at.

I need to upload the Additional Information form however there is no dropdown option available for this, how should I proceed?

• As this document is in the process of being phased out, as a temporary process, please upload this document using the option 'Broker Correspondence'

How long do I need to wait before using the Document Upload service once an application has been submitted?

• You can use our Document Upload service immediately after submitting your application online. Once you have uploaded your documents, the status will show as Pending. It takes approximately 10 minutes for an application number to be assigned to your application following submission and until this has happened, your document status will not change.

How long do I need to wait before the status of my uploaded documents changes from Pending to Received or Failed?

• When documents are first uploaded, the status will show as Pending. Once the screen has been refreshed (by clicking the Refresh button, or by returning to My Cases then back into the Document Upload screen for the specific case) and at least 10 minutes have passes since submitting the application, the status will be updated to confirm if the upload of each document has been received or failed.

Will I be informed when the statuses of my uploaded documents have been changed?

• Please check the status of your uploads by accessing the Document Upload screen for your Client's application. Where documents have been uploaded successfully, you will receive regular email updates from us to keep you updated on the progress of your Client's application. In the event that any of the uploaded documents are unsuccessful, we will inform you via email and you may be required to try to upload the document(s) again.

My documents continue to show as Pending even though the screen has been refreshed and at least 10 minutes have passed.

• It takes 10 minutes from submitting the application online to integrate with our Internal systems. Documents will show as Pending until an application has been created. If your application was submitted over 10 minutes ago and the documents are still showing as Pending, please use the refresh button. Any further problems please contact us.

When I refresh the Document Upload screen using the browser tool bar, some of the documents I have already uploaded disappear

• Unfortunately this is something which is out of our control. If you wish to refresh your screen to view the current status of your uploaded documents, please click the Refresh button on the Document Upload screen.

The system is really slow when trying to add documents from my computer.

• This is likely to be a browser issue, please try using a different browser (IE9, IE10, IE11, or the latest version of Chrome or Firefox)

I have tried to upload my documents but I keep getting an error

• The error could be due to the browser being used to upload the documents, unsuitable file sizes, or unsuitable file types. In the first instance please check that the files you are trying to upload are suitable (refer to the information provided on the Document Upload screen).
  
  If you require further assistance, please contact our Intermediary Service Support Team on 0345 602 2338. Our lines are open 8am - 6pm Monday to Friday (excluding Bank Holidays). As a last resort, you can send the documents by post to:
  
  Intermediary Services
  Newcastle Building Society
  1 Cobalt Park Way
  Wallsend
  NE28 9EJ

If I have any questions, or want to discuss any issues or problems, who should I ring?

• Please contact our Intermediary Support Team on 0345 602 2338. Our lines are open 8am - 6pm Monday to Friday (excluding Bank Holidays) or alternatively you can email us at intermediary.lending@newcastle.co.uk

Can I send all of my documents as a single attachment?

• To assist us in processing your Clients application in the quickest possible time, we would prefer documents to be added individually and linked to specific document types from the dropdown list available. You can however add multiple documents at any one time as long as they don't exceed the 15MB limit.

Can I upload documents prior to submitting an application?

• No. Documents can only be uploaded once an application has been submitted.

How long will I be able to use the Document Upload service?

• Documents can be uploaded and a history of previously uploaded documents will be available until 30 days following completion or cancellation of the mortgage application. Should you have any post completion queries please contact our Intermediary Support Team on 0345 602 2338. Our lines are open 8am - 6pm Monday to Friday (excluding Bank Holidays) or alternatively you can email us at intermediary.lending@newcastle.co.uk

Which document types can be uploaded online?

• We accept any of the following file types:
  • PDF
  • jpg
  • jpeg
  • tif
  • tiff
  • png
  You will be shown an error message on screen if you attempt to upload a file with any other extension.

When I have uploaded a document, how quickly will it be dealt with?

• We will always endeavor to process documentation as quickly as possible within our working hours. However, if we suddenly receive a higher than usual number of applications and/or documents, it may take slightly longer than usual. Throughout the processing stage, we will send you regular updates via email to keep you informed of the progress of your Client's application.

Can my administrator upload documents on my behalf?

• Yes, as long as they have been set up as an administrator with full access rights and have their own login details they can upload documents on your behalf. For further information about setting up administrators to work on your behalf, please visit www.newcastleis.co.uk, access the 'Register Here' page then following the link for instructions.

Can I still send documents to you via email or post?

• Our Document Upload service is the preferred method to send documents and information to us. It has been introduced to remove the need to email or post documents to us. If you require further assistance on how to use the service, please refer to the Document Upload User Guide or contact our Intermediary Support Team on 0345 602 2338. Our lines are open 8am - 6pm Monday to Friday (excluding Bank Holidays). In exceptional circumstances we will accept postal items.

What hours is the Document Upload service available to me?

• Our Document Upload service is available to you 24/7 to allow you to upload your documents at your leisure.

Are you covered by the Financial Services Compensation Scheme?

• We are covered by the Financial Services Compensation Scheme. You may be entitled to compensation from the scheme if we cannot meet our obligations. This depends on the type of business and the circumstances of the claim.
• Insurance - Insurance advising and arranging is covered for 90% of the claim without any upper limit.
• Mortgage - Mortgage advising and arranging is covered up to a maximum limit of £50,000.
• Deposit / Savings Accounts - The limit of compensation payments under the Scheme is 100% of the first £75,000 of an investor's total shares and/or deposits in the Society. Most investors are protected including individuals and small firms, but there are some exceptions, such as larger companies, government bodies, large partnerships, large mutual organisations and local authorities. www.newcastle.co.uk/savings/fscs/

Do you offer alternative formats of your literature

• We are committed to providing a full range of products and services for all our customers, including those with a visual impairment. With this in mind we are able to provide information about the above products in large print or in audio cassette format.
  
  If you would like more details, or would like to register to receive correspondence in an alternative format please contact us on 0345 734 4345.

What is your complaints procedure?

• Unfortunately, mistakes are occasionally made by us and when this happens, we want to hear about it so we can explain things and put them right. A leaflet entitled Customer Complaints provides full details of our complaints procedure and is available by contacting us on 0345 602 2338.
  Newcastle Building Society is covered by the Financial Ombudsman Service.

• Shares And Deposits In This Society Are Trustee Investments.