In direct response to broker feedback, YBS Commercial Mortgages is making further positive changes to its processes this week, with the introduction of a 24-hour decision-in-principle (DIP) following initial enquiry, for cases where all relevant information is supplied up front.

This follows recent moves  made by the commercial lender to provide offer letters within 30 days of initial application, to   secure the terms, conditions and interest rate for the loan, subject to valuation. For particularly complex cases which require additional preparatory work, a new timescale will be agreed with brokers on an individual basis at decision-in-principle stage. 

These changes are designed to provide certainty and clarity for brokers and customers, with clear service levels and milestones for their application journey, which have been approved by underwriting experts from the team. 

Angela Norman, managing director for YBS Commercial Mortgages, said: “These improvements ensure that brokers and customers receive the commitment, clarity and confidence speed 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.”