Service FAQs
Service FAQs
Can you accept information over the phone?
Yes, when we request information the MATS email will state whether we can accept the information verbally.
Who can submit supporting case information?
We can receive all supporting case information from the intermediary or the majority of information from the intermediary’s administration team. Please see our Information Submission Guide for more details.
How do I advise you of a change to the application details?
We can receive application amendments in different ways depending on the nature of the change. Please see our Information Submission Guide for more details.
How can I tell if my case has completed?
MATS will keep you up to date with the progress of your client's application from submission to completion.
How can I get my MATS emails sent to an additional email address?
If you speak to our Administration team after you have submitted your application they will be able to add an additional email address for MATS updates to be received by your Administration team or colleagues.
How do I know if you have received the information or documents I have sent?
You will receive a MATS email confirming if your information or documents have been received once they have been worked. Please see our service page for details on which dates documentation we are working.
How do I send required documentation to you?
Our preferred method to receive documentation is through our Document Upload facility. However, we also receive documents/information via fax, verbally over the phone or through our MATS Broker Note facility. Please see our Information Submission Guide for more details.
What updates will the mortgage case tracking provide me with?
There are eight key stages:
- Application received
- Passed to underwriters for decision
- Application agreed
- Valuation recieved
- Application offered
- Certificate of Title recieved
- Funds released
- Application completed
How do I access the mortgage case tracking system?
Simply go to the online services login page , enter your case reference number and press ‘search’. You will receive a case reference number when you submit a mortgage application on Introducer Internet.
How do I register for MATS?
You do not need to register for MATS. You will receive a case reference number when you submit a mortgage application on Introducer Internet and you simply enter this into the box and press ‘search’.
How do I know when my case will be worked?
You can check our real time service level updates on Our Service page to see what date we are working on. This includes the date that we will process any supporting case information you have sent to us.
Where can I get mortgage application updates?
If you know the case ID, simply enter this into MATS and you will be able to find out where the application is up to within the application process through to completion.
When will I receive progress updates?
You’ll receive an email update each time a key stage is completed.