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The Nottingham BS mortgage timeline

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We submitted our mortgage application on 14/09/20 and still haven’t heard a thing. The website says they work on a 30 day turn around due to Covid. When we telephoned we were told they couldn’t give us any specific details (as they only work through brokers) but we should hear something by 15th Oct. Now it’s 28th and still waiting. Estate agent is getting irate (no valuation booked yet) and sellers are threatening to pull out. Emailed (no reply nor any acknowledgement) and tried ringing (hanging on do 45 mins but no answer). Anyone else in this situation or any advice on what to do?
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