Common Questions about DigiDocs
How can we help with your online mortgage application?
Sign in to DigiDocs
Track your Application
If you already have a mortgage application with us and require an update, you can check progress at any time using our mortgage tracker
The DigiDocs portal
What is DigiDocs and why should I use it?
DigiDocs is our simple, quick and safe digital portal. You can upload all the documents we require here, for example your proof of identity and your bank statements.
We'll also upload all your mortgage documents to the portal, meaning you don't need to wait for these to arrive in the post.
You can then sign all of your mortgage documents electronically, without the need to visit a branch or post these to us.
This will help to progress your mortgage application quicker.
What happens if I have opted to not use DigiDocs?
If you have opted to not use the digital portal, you will be required to bring your documents into a branch and we will post all your mortgage documents to you.
This may mean your application will take longer to process.
Registering for the DigiDocs portal
When should I receive the registration email?
On completing your application, you should receive the email to sign up to the DigiDocs portal within 2/3 days.
The email will be sent to the email address you provided as part of your application process.
I haven't received the text with the activation code, why?
You should receive the activation code within 10 minutes of requesting it as part of our registration process.
If it’s taking longer than 10 minutes to receive the code, then please select “back” and request a code again.
If you receive 2 codes, you should use the 2nd code that comes through as this will be the most update.
I have forgotten my DigiDocs password. How do I reset it?
To reset your password, please visit this link.
Top Tip
Mobile BankingWe'll send a new activiation code to the mobile number you submitted with your mortgage application so please make sure you have it so you can set up a new password.
I am still having problems logging in?
If you're having difficulty logging in to DigiDocs, please contact us.
Call 03457 888 444
Calls may be recorded.
Minicom 0800 404 6161
All numbers open 24 hours, 7 days a week.
Submitting your documents
Can I submit all my documents in DigiDocs?
Yes, all documentation can be submitted via the portal, you'll not need to go to our branch to provide these.
Why can't I upload a selfie on my laptop or desktop computer?
Unfortuantely, we only have this functionality available via a mobile phone or tablet.
You will need to log into the portal via a mobile or tablet device and provide evidence of your Photo ID as well as take a selfie.
You need to upload your ID within 10 minutes of uploading your Photo ID so we can compare them.
Top Tip
Mobile Banking If you're using an iPhone or iPad to upload your selfies, you need to upload photos from your photo library rather than taking photos and uploading them directly from your camera. So, please make sure your selfies are saved to your library so you can successfully complete your selfie upload.
Can I sign my mortgage documents online?
You can sign all your documentation via our digital portal.
You can either sign using the mouse on your desktop or your finger on an tablet or mobile device. Alternatively, you can opt to type your name.
I have signed a document but I can't submit it. What do I do?
On some browsers, the submit button isn't visible on the screen.
If you are having issues submitting a document, try zooming out on the browser and the button should appear. You can often find these in your browser settings.
When will I know if my mortgage application has been successful?
When we’ve received all the required documentation and are happy with the valuation report we will make our decision on your application.
If your application is approved we will then send you an email to log into the portal to read your mortgage offer documents and sign. We will also send a copy to your solicitor.
You can check progress at any time using our mortgage tracker.
Receiving my application
When will I know if my mortgage application has been successful?
When we’ve received all the required documentation and are happy with the valuation report we will make our decision on your application.
If your application is approved we will then send you an email to log into the portal to read your mortgage offer documents and sign. We will also send a copy to your solicitor.
You can check progress at any time using our mortgage tracker.
How long will my documents be available for to download?
Once your mortgage is complete, your documents will be available for download for 30 days from the DigiDocs portal.
We will also send you an email with a copy of your documents for your records.