INTERMEDIARIES & INVESTMENT PROFESSIONALS ONLY: NOT FOR PUBLIC DISTRIBUTION Helping your client accept their product transfer July 2017
Contents This guide takes you step by step through each of the screens your client needs to complete to accept their new residential or Buy to Let product transfer. This will help you when dealing with queries from your clients. Accepting your deal > Case tracking keeping you updated > Offer ready for review > Accepting your deal > Retrieve your offer > Your mortgage details > Accept deal > Acceptance confirmed what happens next Tips on using this guide Information that you ll need to know when completing the transfer request Top tips for accepting the transfer request Important information that you must be aware of when completing the application form
Case tracking keeping you updated We ll send you and your client case tracking updates by email and text message at each key stage of the process. Transfer request received Offer ready for review Reminder issued after 10 days Mortgage transfer confirmed Mortgage transfer complete Client has 14 days to review and accept their Conversion Offer. They can log on and review their documents as many times as they want prior to the deadline. Broker copy available in Introducer Internet. You can print a copy by clicking on the print icon. If your client is on SVR or a lifetime tracker they will be transferred to the new deal straight away. If your client is on a product with an ERC and the new rate selected is the same or lower, the ERC will be waived and the new deal will start straight away. If your client is on an ERC free short term tracker and the new rate selected is the same or lower, the new deal will start straight away. If your client is on a product with an ERC and the new rate selected is higher, the new deal will start once their current deal ends. If your client is on an ERC free short term tracker and the new rate is higher, the new deal will start either when the current deal ends, or the day before the completion deadline of the new product (whichever is sooner). A further email will be sent to you both to confirm when the new deal has started.
Offer ready for review We ll send you both a MATS message when your client s offer is ready to review. Your client s email will include their unique offer reference number and a link to santander.co.uk, where they can log in securely to access their offer. Customer email content IMPORTANT If your client has any questions or problems accepting their deal they should contact you directly. Dear <First Name> <Surname> Your request has now been processed and your mortgage transfer documents are ready to review and accept online. Your unique offer reference number is: OLAXXXXXXXXXX To access your documents visit the Accepting your deal page within the Mortgages section of our website and click on the Continue button at the bottom of the page. We suggest you read through the important information provided before you continue. You'll need your unique offer reference number to retrieve your offer. Make sure you don t click on the log on button at the top of the page because this will take you into Online Banking and you can t accept your deal here. If you re unable to access your offer for any reason, please call us on 0800 051 0803. You have until DD/MM/YYYY to log on, review and accept the Conversion Offer. Any account holder can accept on behalf of all parties. Before accepting, make sure you review all of the information carefully as it will form part of your mortgage contract. Your client will have 14 days to accept their Conversion Offer. The email sent to you and your client will confirm the date the offer must be accepted by. Your client can log on, view, print and download their offer as many times as they like before the deadline. When you confirm your acceptance, we'll progress your product transfer you won't be able to cancel the transfer or request another mortgage deal. Also, you won't be able to make any other changes to your mortgage until the transfer is complete. Kind regards, Santander A paper offer will only be posted to the customer if: their mortgage is held on one of Santander s legacy systems, or the customer wishes to pay a product fee upfront. In all other cases, the Conversion Offer will be sent electronically and can be downloaded, saved and/or printed.
santander.co.uk > Accepting your deal IMPORTANT To retrieve their Conversion Offer, your client must click on Continue at the bottom of this page. We suggest your client reads through the important documents on this page before continuing. These documents replace any previous versions and form part of their mortgage contract.
santander.co.uk > Accepting your deal > Retrieve your offer IMPORTANT If your client has any problems logging in to retrieve their offer, they should contact you and not Santander. You can contact the SFI Retention Specialists on 0800 032 7865 for help with any issues. To log in and retrieve their offer, your client will need to enter their: Offer reference number this is provided in their email and consists of 3 letters (OLA) followed by 10 numbers Surname Date of birth Mortgaged property postcode Your client will have 3 attempts to log in before they ll be locked out. Your client has 14 days to accept their deal. Following a successful log in, a message will appear confirming the deadline they need to accept by. They can log in as many times as they like before the deadline.
santander.co.uk > Accepting your deal > Your mortgage details Your client can view a summary of the loans they ve requested changes to. Up to 5 loan parts will be shown here. Click on View Conversion Offer to open and review the offer. The PDF can be downloaded, printed and saved. IMPORTANT: The Conversion Offer will open in a new browser window. Your client can log in and view their Conversion Offer as many times as they like before the deadline. To accept this offer, your client needs to come back to this page to continue.
santander.co.uk > Accepting your deal > Your mortgage details When the Conversion Offer has been viewed, the button will change to Continue.
santander.co.uk > Accepting your deal > Accept deal Your client should review the important information on this page before accepting their deal. IMPORTANT To accept the deal one account holder must tick the box to confirm acceptance to the Conversion Offer on behalf of all account holders, and click Accept Conversion offer. Once your client has confirmed their acceptance, they won t be able to cancel the transfer.
santander.co.uk > Accepting your deal > Acceptance confirmed > What happens next Once acceptance has been received, the product transfer will be processed within one working day. Both you and your client will be sent an email to confirm the date the new deal starts. Aimed at intermediaries and investment professionals only. Santander for Intermediaries is a brand of Santander UK plc and is not a regulated company. Santander UK plc. Registered Office: 2 Triton Square, Regent's Place, London, NW1 3AN, United Kingdom. Registered Number 2294747. Registered in England and Wales. www.santander.co.uk. Telephone 0800 389 7000. Calls may be recorded or monitored. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Our Financial Services Register number is 106054. You can check this on the Financial Services Register by visiting the FCA s website. Santander and the flame logo are registered trademarks.