Earlier this year, the lender revealed steps to improve its service offering by making changes to its application process, meaning that cases which fail to meet the lender’s new guidelines will be declined and not reconsidered (“Abbey case declines will be final”, mortgagesolutions-online.com, 24/06/09).

While the number of incomplete submissions are falling, Abbey said it continued to receive cases that were poorly packaged and had to be returned to the broker. To help intermediaries adapt to the changes, the lender has introduced a cover fax that can be
downloaded from the Abbey for Intermediaries (AFI) website, which must be submitted in
addition to each application.

Last week, Abbey sent brokers a bulletin, reminding them of its more rigorous scrutiny of
applications submitted after 10 September.

A spokesperson for the lender stressed that every application should be completed in the “best possible light”, in order to increase the chances of its being accepted.

“By requesting this fax prior to the submission of an application, we offer the broker a checklist to ensure that all information we require in the FMA is collated in full and ready to send.”

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He added: “The form will also act as a commitment from the intermediary that an application is fully packaged within the FMA and ready for immediate submission. In turn we offer the commitment that on receipt of the form we will be ready to give the application our immediate attention and the due consideration it will deserve.”