Frequently Asked Questions

We’ve listed below the questions we’re asked most about our online mortgage service. And, you can also view our Guide to our Online Mortgage Service which is full of information to help you get started.

What can I use the online mortgage service for?

Our online mortgage service lets you:

  • Create Mortgage Illustrations
  • Get Decisions in Principle
  • Submit Full Applications
  • Track your cases

What types of business can I submit online?

  • New Professional or Flexible Customers (including existing Scottish Widows Bank customers who are not porting or applying for a further advance)
  • Mortgages up to £1m
  • Mortgages on a repayment basis, interest only basis, or part and part.

For existing customer applications, borrowing above £1m or equity release please visit our website or call us on 0345 845 0110. Our lines are open 8am to 6pm Monday to Friday.

What is the qualifying criteria for your mortgages?

Before you apply online for a Scottish Widows Bank mortgage, please check your client is eligible for our Professional Mortgage or Flexible Mortgage. It’s very important you read this information before you begin.

Is there any other useful information that is helpful before I begin?

  • When inputting client data, please ensure you enter data using the correct upper and lower case letters.
  • For Professional Mortgage applications, please always ensure the professional applicant’s details are entered as the first applicant.
  • If you require a printed copy of the Decision in Principle or Full Application information that you’ve submitted, you’ll be given an opportunity to print this information once you’ve entered the data. If you don’t print this information when prompted, you can still obtain a printed copy by calling us on 0345 845 0110. Our lines are open 8am to 6pm Monday to Friday.
  • Decisions in Principle include a ‘soft’ credit search. Full Applications involve a full credit search.

What information do I need to obtain a Mortgage Illustration, Decision in Principle (DIP) or submit a Full Application?

Please refer to the client checklist which outlines the information required in order to obtain a Mortgage Illustration, DIP or submit a Full Application.

What happens if I don’t have all the relevant information to complete the DIP?

Please enter the information you have available. You’ll not be able to progress past any fields marked with a red asterisk without completing the required information. If you don’t have the required information select “Save and Exit”. You’ll then be able to locate and update the DIP with the required information at a later stage. Please refer to the client checklist which outlines the information required in order to obtain a DIP.

What happens if I don’t have all the relevant information to complete the Full Application?

Please enter the information you have available. You’ll not be able to progress past any fields marked with a red asterisk without completing the required information. If you don’t have the required information select “Save and Exit”. You’ll then be able to locate and update the Full Application with the required information at a later stage. Please refer to the client checklist which outlines the information required in order to submit a Full Application.

How long does it take to complete an online DIP / Full Application?

This will vary depending on a number of factors; including number of applicants, address history, employment history etc. As a general indication please allow 15-20 minutes for a single applicant DIP application.

What can I do if I start an application online and I’m unable to complete it due to problems with my computer for example?

Your application should be saved. If you experience any issues please contact us on 0345 845 6789. Lines are open 9am to 5pm Monday to Friday (Wednesday from 9:30am).

If I start a DIP or Full Application by telephone, can I then progress this online ?

No, if a case has been started by telephone, it’s not possible to progress it using the online mortgage service - you’ll need to progress the case by telephone.

Once I’ve submitted a Full Application, can I check online to see how the case is progressing?

Yes, you can check progress by using the Case Tracking option available from the left hand menu of any screen.

Who do I contact if I have a query about a DIP/Full Application that I’m in the process of submitting online?

For processing queries please contact us on 0345 845 6789. Lines are open 9am to 5pm Monday to Friday (Wednesday from 9:30am). For product queries please refer to our website or contact us on the details quoted above.

Who do I contact if I have a query regarding a case that has already been submitted online?

Once an application has been submitted you’ll receive an instant online update with an explanation of the next steps. If you need further assistance please contact us on 0345 845 0110, selecting option two then three. Our lines are open 8am to 6pm Monday to Friday.

Can my Personal Assistant get their own User ID and password for the system?

No, for security reasons one set of user details are provided per individual registered to introduce mortgage applications to Scottish Widows Bank.

Once I’ve submitted an application online, what happens next?

You’ll receive an instant online update with an explanation of the next steps. If you need more information please contact us on 0345 845 0110, selecting option two then three. Our lines are open 8am to 6pm Monday to Friday.

I’d like to submit an application through a Network/Club which I am not currently registered to introduce applications through. How do I proceed?

Only the Network/Club details you have previously provided will be available. Please note that if you’re set up as either a Club or a Network (or both), always select the Club or Network you are using for each specific case.

If you’d like to amend these details please contact us on 0345 845 0110, selecting option two then one. Our lines are open 8am to 6pm Monday to Friday. Please note a new registration form needs to be completed and submitted to add new introduction routes.

What happens if I leave my current employer and join a new Firm?

In these circumstances you’ll need to re register with Scottish Widows Bank by providing your new employer details. Your existing access will be withdrawn and you’ll receive new log in details. Please note you won’t have access to applications submitted using your previous employer details after your access has been withdrawn.

I believe someone may have been using my access details without my permission what should I do?

Please exit the system immediately and contact us on 0345 845 0110, selecting option two then one. Our lines are open 8am to 6pm Monday to Friday.

Will there be any changes in how my procuration fee is paid if I submit my application online?

No, your procuration fee will be paid in exactly the same way.

I’d like to change my Password and/or PIN. How do I do this?

Please select "Change my Password/PIN" from the left hand column of any screen.

I’ve submitted a DIP and received a decision, however I would now like to amend some of the details submitted - how do I do this?

Once you’ve submitted a DIP and received a decision the details you entered cannot be amended. If you need to amend the client details or borrowing requirements please submit a new DIP application.

I’ve submitted a Full Application and received a decision, however I’d now like to amend the details - how do I do this?

Once you’ve submitted a Full Application and received a decision the details you entered cannot be amended. If the application is proceeding please contact your named underwriter on 0345 845 0110 select option two then three. Our lines are open 8am to 6pm Monday to Friday. Alternatively please e-mail your underwriter directly.

What happens if a product or rate I have selected at Mortgage Illustration, DIP or Full Application is withdrawn before I submit the Full Application?

Once a rate/product has been withdrawn you’ll be unable to progress your application. Please review the new rates/products available and if appropriate please reapply using a new rate/product.

If a client wants to add offset to their mortgage, will a Mortgage Illustration show the offset details?

No, the Mortgage Illustration will not display any information about offset. To get a projection of how a client can benefit from offsetting, you can use the offset calculator which is available on www.scottishwidowsbank.co.uk/extranet

Does a client need to complete a separate Direct Debit Mandate for an Offset Saver Account?

You only need to complete a separate Direct Debit Mandate if your client is using different nominated accounts for their mortgage and Offset Saver Account. If your client does need separate nominated accounts, please print and complete two copies of the Direct Debit Mandate.

 

I’ve forgotten my User ID. Who do I contact for this information?

Please contact us on 0345 845 0110, selecting option two then one. Our lines are open 8am to 6pm Monday to Friday.

How do I enter a client’s Consent to Let property details?

If a residential property has Consent to Let, it should be input as a Buy to Let mortgage in the ‘Mortgage Commitments’ section (you shouldn’t enter the details as a residential property). This information should also be entered in the "Additional Notes" section at the end of a DIP and Full Application.

How do I enter a client’s self employed income details?

It’s important that the shareholding percentage entered corresponds to the income / company profit. For example, a 50% shareholder within a partnership has net income of £70,000; the company profit should therefore read as £140,000.

Do I need to enter a client’s card details for payment of the valuation fee?

No, we’ll contact your client directly to arrange payment of the valuation fee.