YBS Commercial Mortgages has announced further improvements to its processes, introducing a 24-hour decision-in-principle (DIP) turnaround for cases where all relevant information is provided at the point of enquiry.
The change, which takes effect this week, follows feedback from brokers and forms part of the lender’s continued focus on streamlining the customer journey.
The update builds on the commercial lender’s recent move to issue offer letters within 30 days of application, securing the loan’s terms, conditions and interest rate, subject to valuation.
For more complex transactions requiring additional preparatory work, brokers will now receive an individually agreed timescale at the decision-in-principle stage.
The new service levels are intended to provide greater certainty and transparency for brokers and customers, establishing clear milestones throughout the application process.
The framework has been reviewed and approved by the lender’s underwriting team to ensure consistency across all cases.
Angela Norman, managing director for YBS Commercial Mortgages, 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-focussed 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.
“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.”
