MSO frequently asked questions

If your firm has never registered with us, they will need to fill out the firm registration form before individual brokers can register with us.

All firms registered with us on our previous system will be transferred to our new MSO system, but individual brokers will still need to re-register. 

You will need to use your firm's FCA number.

Yes, your payment routes are set up against your firm. Please call us on 0330 333 4021 to add or remove any clubs. 

Yes, our new system has a buy to let and holiday let DIP facility. You can obtain a DIP certificate for both buy to let and residential applications providing the credit decision is accepted. 

A DIP will leave a soft footprint. Only a full mortgage application will leave a hard footprint.

We use Experian.

Please proceed to full application. Once your application is submitted, upload any documents according to the case requirements. You don’t need to contact our intermediary team or your BDM, unless you want to discuss specific concerns related to your customer's circumstances.

Applications for transfer of equity need to be completed using our mortgage advisers. Please ask your client to call them on 0330 333 4002. 

Yes, affordable housing scheme applications can be processed through MSO. Please refer to our latest mortgage range for availability.

For most cases the direct debit agreement is included within your MSO application, therefore there is no requirement to upload this document. 

However, if the bank account the mortgage is paid from is a joint account that requires more than one signature for the direct debit to be authorised, then a signed paper direct debit mandate will need to be uploaded.

Please call the intermediary team to arrange for a case requirement to be applied to the application as we are not able to recognise the need for this up front. 

Not at the moment. Please ask your client to contact our mortgage advisers on 0330 333 4002 to complete their further lending application. 

Yes, please contact your BDM who will be happy to explain the process to you. 

If you are changing any part of an existing application including to a new or lower rate and it has been more than 28 days, your client's application will have a new credit check.

Yes, you can submit a product transfer using MSO.

Visit product transfers for more information.

We have a Smoove conveyancer search function which will enable you to check if a solicitor or conveyancer is on our panel.

If a solicitor or conveyancer is not on our panel, they should apply with Smoove directly. This should be completed within 48 hours of the request.

For further support, they can contact Smoove by calling 01844 390 821 or emailing panelmanager@hellosmoove.com

Please note we're not responsible for any information contained on external websites.

We use Connells Surveyors. 

Please note we're not responsible for any information contained on external websites.

Yes, desktop valuations will be used where possible, with limitations applicable.

• The application must be for a residential remortgage with an LTV of 75% or lower.  
• The property must be a house that is not listed, with no more than 2 storeys, and of standard construction.  
• The value and purchase price are limited to £500,000 and the maximum loan size is limited to £400,000.

For any application outside of this criteria, a physical valuation will be required. 

We do not offer separate representation and so any solicitor or conveyancer chosen must be on the Principality approved panel.

If your solicitor or conveyancer wants to be added to our panel, then this must be completed before submitting the application. 

Yes, administrators can: 

• register separately  
• submit applications on your behalf  
• track cases  
• upload documents  

You can restrict which administrators can deal with your cases or allow all your administrators to access your cases. 

You will be able to register as a broker, admin, supervisor or case viewer.

• Broker – an individual qualified to give mortgage advice i.e. can submit the application on MSO and track cases.
• Administrator – can create new and update existing cases on behalf of brokers. They are nominated by the broker. 
• Supervisor – can view all their firm’s cases and can transfer cases between brokers. This is oversight/management access to view the whole firm. They cannot amend the cases. 
• Case viewer – can view the cases. This is often used by companies to complete QA. They cannot amend the cases. 

A user can select more than one role in some scenarios e.g. you can be a broker and an administrator or a broker and a supervisor. 

Directly authorised brokers are paid via a mortgage club. Appointed representatives are paid via the network. 

If your client qualifies for enhanced affordability e.g. related to our newly qualified professionals offer, please call your local BDM. They can confirm affordability and support you with submitting your application. MSO reflects our standard affordability model. 

Our 95% LTV lending is criteria specific and sometimes offered on a limited distribution basis. Check you have selected the correct payment route and answered the property related questions in the DIP.