Online mortgage submissions FAQs

To log in, you will need to enter the username and password you created during the registration process. If you fail to log in three times, you will be automatically locked out. In that case, or if you forget your login details, please contact the Intermediary Support team at 0345 602 2338.

Registration is quick and straightforward, taking about 5–10 minutes. There are five simple steps: 

1. Read and accept our terms of business. 
2. Fill in your personal information, including your firm's FCA number. 
3. Confirm your address and specify the club or network you're a member of. 
4. Create a username, password (must not include special characters), and security question for future logins. 
5. Once you're done, we'll confirm that your application is complete. 

If you wish to use multiple clubs/networks, start by registering with one. Then, when you submit a full application, you can add additional clubs/networks. 

Yes, you will need to use the online registration system to re-register with your new status.

After completing your personal registration, if you have administrators working on your behalf, please send an email to isadministrators@newcastle.co.uk with the following information: 

• Full name of the administrator and the name of their firm. 
• Role required: Full admin (can process, edit, and view cases on your behalf) or read only (can only view cases on your behalf). 
• Provide the name(s) of the introducer(s) whom the administrator will be working on behalf of. If there is more than one introducer, please provide details for all of them. They must also be registered before access can be granted. 
• Include a contact telephone number in case we need to confirm any details with you. 
• Once we receive this email, we will review the registration and either grant access or reach out to you for further discussion. 

Please note that the administrator should also register with us through our registration portal. 

No, you can complete the affordability calculator without logging in.

If the initial DIP request was made using the old system, you can proceed as usual. If it was submitted through the new mortgage platform, you have the option to edit and re-submit the DIP. 

If your DIP is declined, you can discuss the case further with our Intermediary Support team at 0345 602 2338. 

You can find your past applications on the legacy system through My Cases. Existing DIPs will be accessible for 91 days in the legacy system. If you want to view past cases on the new mortgage platform, choose 'Manage older cases' from the side navigation menu. 

No, in this case, your client will need to contact Newcastle Building Society directly to complete the application. 

If you have any further questions not answered in this document, please contact the Intermediary Support team at 0345 602 2338. 

Once you have submitted a case, you can track its progress by clicking on the 'View tracking history' option in the case management screen. This will open a tracking window displaying the application progress. 

To get a copy of your DIP certificate/declaration and keyed data form, simply log in to access your existing DIPs and applications in the updated case management screens. From there, you can easily print out the application documents that relate to your case's current status. 

After submitting a case and navigating back to the case management screen, the 'Actions' tab will now include the option to 'Upload evidence'. Selecting this option will bring up a screen on the left side where the user can choose which files to upload, ensuring they meet the necessary specifications and file size requirements.  

Before uploading files, the user must complete the 'Document Certification' step. This ensures that the uploaded files are correctly attached to the case. 

Once a case is submitted, you can find related documents by clicking on the 'Documents' tab on the case management screen. This tab will display any relevant PDF documents that you can download or view. 

Funds will be allocated to your application once you press the submit button. However, it is important to pay any fees as soon as possible to secure the product. If we do not receive fees, supporting documentation, and a signed declaration form within five days of submission, the application will be cancelled. 

There could be a few reasons for this. Firstly, you may have entered the wrong email address during registration. Alternatively, there may be a technical issue that is preventing the emails from being received. To resolve this, please contact our Intermediary Support Team at 0345 602 2338. They will be able to check the email address associated with your account and assist you further. 

Yes, if an administrator submits the application, both the intermediary and the administrator will receive email updates. 

We will send you updates at significant stages of the application process. You will receive emails from when we receive your application until your mortgage is approved. 

Unfortunately, you will not be able to see the email updates within your online account. However, you can use the ‘tracking’ option to keep track of the current stage of your application. 

We’d love to hear your opinions on it so that we can continue to refine our mortgage platform. You can share your feedback with your BDM, or contact us at intermediary.lending@newcastle.co.uk.

If you encounter any issues or have suggestions while using the platform, please get in touch. You can send an email to intermediary.lending@newcastle.co.uk, including your Case ID, details about the problem area (e.g. DIP, mortgage details), and screenshots if needed

Yes, we are covered by the Financial Services Compensation Scheme. If we fail to meet our obligations, you may be eligible for compensation from the scheme, depending on the type of business and the circumstances of your claim. 

Insurance: Insurance advising and arranging is covered for 90% of the claim without any maximum limit. 

Mortgage: Mortgage advising and arranging is covered up to a maximum limit of £50,000. 

Deposit/Savings Accounts: Compensation payments under the scheme are limited to 100% of the first £75,000 of an investor's total shares and/or deposits in our Society. Most investors, including individuals and small firms, are protected. However, some exceptions apply, such as larger companies, government bodies, large partnerships, large mutual organisations, and local authorities. More information can be found at www.newcastle.co.uk/savings/fscs/ 

Yes, we offer alternative formats of our literature to cater to all our customers' needs, including those with visual impairments. We can provide information about our products in large print or audio cassette format. If you would like more information or wish to receive correspondence in an alternative format, please contact us at 0345 734 4345. 

We understand that mistakes can happen, and if we make one, we want to know about it in order to correct it and prevent it from happening again. If you would like to make a complaint, you can find all the necessary information on our complaints page. Alternatively, you can request the Customer Complaints leaflet by calling 0345 602 2338. Please note that Newcastle Building Society is also regulated by the Financial Ombudsman Service. Shares and deposits in this Society are trustee investments.