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Brokers not so ‘appy as Santander suffer web problems

Ryan Fowler

April 8, 2014

Any mortgage broker using Internet Explorer 8 or previous will be unable to access Santander’s new Introducer Internet system.

The Introducer internet allows brokers to submit AIPs KFI’s and submission/amendment applications.

But feedback yesterday indicated that any broker using Internet Explorer 8 or older couldn’t access the system.

The difficulties in accessing the site have prevented leading mortgage intermediaries including John Charcol from accessing the new system.

Ray Boulger, senior technical manager at John Charcol, said: “From what we’ve established, virtually any broker who does not have access to Internet Explorer 8 or prior will not be able to access Internet Introducer.”

With widespread problems being experienced in accessing the system several industry leaders, including spokespeople for London-based brokerages Coreco and Niche Advice, have criticised the system for its limited accessibility.

Payam Azadi, director at Niche Advice, said: “Luckily we have Internet Explorer 11 and were able to file our applications on Friday 4th April. However I am aware of the difficulties of using Santander’s system.

“We expected there’d be mega issues today so we got our applications in early on Friday.

“Santander is renowned for having a funny system. Unless you have the most up-to-date software you’re going to experience problems. From my own experience I know that if you use Google Chrome or Firefox, you’ve got no chance of accessing Internet Introducer.”

With such widespread inaccessibility to the new system, brokers without Internet Explorer 8 may continue to experience difficulties.

A Santander spokesperson said: “We are currently experiencing an intermittent technical issue with some internet browsers when accessing the Introducer Internet Login screen.

“However, intermediaries can continue to review their submitted FMAs via the Mortgage Application Tracking System – and this has no impact on decisions, which are continuing to be processed.

“We apologise for any inconvenience caused.

“Providing great service to our intermediary partners and their clients is important to Santander for Intermediaries.

“We are working hard to resolve the issue and will provide further updates to brokers.”


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