Summary
When you submit a Decision in Principle (DIP) to NatWest through Smartr365, that DIP does not appear in the NatWest intermediary portal, and the NatWest broker desk cannot see it either. This is how the NatWest API is designed to work — it is not a fault with your case or with Smartr365.
NatWest only receives your case once a full mortgage application has been submitted.
What this means in practice
Your DIP reference won't be recognised by NatWest
If you call the NatWest broker desk quoting an API DIP reference, they will not be able to find it or discuss it. NatWest has no record of the case at DIP stage. This is expected.
You cannot move a Smartr365 DIP onto the NatWest portal
A DIP completed in Smartr365 will never exist on the NatWest portal for you to pick up and progress to Full Mortgage Application. You have two options:
· Continue in Smartr365 — complete the full application end to end through Smartr365. (Recommended.)
· Start again on the NatWest portal — re-key the DIP directly with NatWest and progress it there.
There is no way to transfer a case between the two.
After you submit a full application
Once the full application has been submitted through Smartr365:
What you need | Where to get it |
Case tracking and status | Smartr365 — your case continues to update here |
Uploading documents | NatWest's document upload portal — accessible once the application is fully submitted |
Your mortgage offer | Emailed to you by NatWest — offers are not uploaded to any portal |
Please note the last row in particular: NatWest emails offers to all brokers. If you are looking for an offer in a portal, you will not find it there — check the email address registered with NatWest.
Quick reference
Stage | Has NatWest received your case? | What you can see on the NatWest portal | Can the NatWest broker desk help? |
DIP only, submitted via Smartr365 | — nothing reaches NatWest at DIP stage | Nothing — the DIP does not exist on their portal | No — they cannot find your DIP reference |
Full application submitted via Smartr365 | Yes | Document upload only — not full case tracking | Yes |
Still think something's wrong?
Raise a ticket with Smartr365 support only if a full application has been submitted and the case still is not visible to NatWest. Please include:
· The case reference in Smartr365
· The date and time the full application was submitted
· The NatWest reference, if you have one
Issue with Case Tracking :
NatWest needs the postcode from your own user profile to show case updates. Add it to your profile under Settings > User Management. This is your postcode, not the client's.
NatWest requires broker postcode + FCA number on every tracking request.