"We’ve delivered a number of customer-focused changes this year, and are absolutely committed to prioritising process-driven improvements like this, ensuring the best possible outcomes for both brokers and customers"
- Angela Norman - YBS Commercial
YBS Commercial Mortgages has introduced a 24-hour decision-in-principle (DIP) for cases where all relevant information is supplied at the initial enquiry stage, responding directly to broker feedback.
This follows the lender’s recent commitment to provide offer letters within 30 days of an initial application, securing the loan’s terms, conditions and interest rate, subject to valuation. For more complex cases that require extra preparatory work, a new timescale will be agreed upon individually with brokers at the DIP stage.
The changes are intended to provide clarity and certainty for brokers and customers, establishing clear service levels and milestones for the application journey. These measures have been reviewed and approved by underwriting experts within the team.
Angela Norman, managing director for YBS Commercial Mortgages (pictured), said: "These improvements ensure that brokers and customers receive the commitment, clarity and confidence they really need as they progress through their application journey with us."
“We’ve delivered a number of customer-focused changes this year, and are absolutely committed to prioritising process-driven improvements like this, ensuring the best possible outcomes for both brokers and customers, as well as delivering enhancements we know our brokers need from us. Streamlining the customer journey remains a key focus, and these initiatives are a strong example of that.
She concluded, “As with many of the improvements we've introduced so far, these changes reflect our commitment to listening to our valued broker partners, highlighting the importance we place on building trust and continuously improving customer experience.”
