Lending decision appeal

We appreciate it’s disappointing when your clients’ Decision in Principle (DIP) or full application is declined, however, there are several reasons why this may have happened. It could be an automated system decision, based on an initial assessment of our lending policy or it could be a decision after careful consideration by one of our underwriters.


Whilst our underwriting process is rigorous and thorough, at times it may be that additional information could lead to a different outcome. In these circumstances you can appeal the decline decision. To do this follow the steps below.

How to appeal

We will consider one appeal per application. This is only if you have further information that we’re not already aware of, that could add strength to your client’s case. To save you and your clients time, please read the following guidance and FAQs before submitting any additional information via our Appeals form.

Appeal FAQs

Why has the DIP or application been declined?

If the DIP or application has been declined automatically then you’ll be able to see the reasons for decline.

If it has been declined following assessment by an underwriter, we will either call to discuss or send an email with further information. 

What new information can I provide that will rectify the reason for the decline?

This depends on the reason for the decline. The information you provide must be new information that will add additional strength to the case. This could be, for example, if the applicant has additional income that wasn’t needed for affordability or evidence of savings not previously disclosed.

Should I send the client credit report?

No, we’ll have already reviewed the credit report so sending this would not add any further strength. If there’s an error on your report that could alter the decision we’ve made, this would need to be addressed with the credit reference agency first, and any evidence of correction would be required.

What is an internal credit score decline?

An internal credit score is made up of several factors to determine the risk levels we take as a lender. The scorecard is made up of lots of variables. If your DIP has failed our internal scorecard, it’s outside of our Lending Policy.

What information should I include in my appeal?

All information must be new. You can include the following if you haven’t already given us these details:

  • If your client is paying a sum comparable to the mortgage repayment, for example rent or regular savings.
  • Details of any savings and any surplus which will remain after the transaction.
  • If your client is self-employed or a 20% or more shareholder, please provide the latest 3 years’ net profit & salary figures if available.
  • If your client’s income is unstable, or if there are any one-off items or losses, please provide full details and explanation.
  • If the reason for the decline is specifically due to an adverse credit history such as County Court Judgements (CCJs) or payment defaults, you may need to obtain a full copy of the credit file from a Credit Reference Agency and be able to prove that an error has occurred or that the circumstances of the adverse information were exceptional. We require a satisfactory explanation for any items of adverse credit or missed payments - please don’t send the report.

Do I need to provide any additional supporting documents?

If the documents that you’ve already provided to us have incorrect data in them, such as bureau information, then yes, please attach these to your appeal.

If we agree your appeal, we’ll let you know what additional documents we need. Please don’t send anything else until we ask for it as this will cause delays.

Can I appeal the rental income on a Buy to Let case? (not purchase applications)

For Buy to Let cases we rely on the rental income provided by the qualified valuer. Appeals will only be considered where you are able to supply the following:

  • a copy of the single AST agreement (based on an unfurnished basis, with no bills included)
  • a copy of the inventory for the property (where the AST agreement does not stipulate it is unfurnished)
  • Two months’ bank statements to show the rental income being received by the applicant.

The underwriter will complete further investigations to satisfy that the current level of rent is achievable in the current rental market. If the underwriter is unable to evidence this, then the higher rental income will not be used to determine the loan amount. 

What if my appeal is declined?

We will only allow one appeal per case. It’s important that you complete the form thoroughly with any new information we may need to carefully reconsider our decision.

How long do I have to submit an appeal?

An appeal needs to be submitted within 30 days from the original date of decline.

Submitting your appeal 

Download and fully complete our Appeals form. When sending your appeal, please include the case ID in the subject of the email.

Appeals should be fully packaged. If you need to send supporting evidence (e.g., bureau error evidence), please send all documents with your appeal form. Once we’ve reviewed your appeal, we’ll contact you to confirm the outcome.


If you need further support with an appeal, please call our support team on 0800 121 7788 and choose either option 1 (full application appeal) or option 2 (AIP appeal).

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