Our opening times and how quickly we process the Applications

At London Mutual, our office opening hours are:

• Peckham Branch (Monday, Tuesday & Friday: 09:30 am - 4:30 pm, Saturday & Sunday: Closed, Bank Holidays: Closed)
• Elephant & Castle Branch (Monday-Friday: 09:30 am - 4:30 pm, Saturday & Sunday: Closed, Bank Holidays: Closed)

During these hours, our team will be working hard to process your application, respond to incoming support requests, and will be available via our support channels. 

Service Times

We aim to process applications and reply to your questions within the office opening hours. These are estimated times. During busy periods, it may take us longer.

• Loan Applications:

  • Loans up to £3,000: 3–5 working days, once we have received all the documents we have asked you to provide.
  • Loans over £3,000: Up to 7 working days, once we have received all the documents we have asked you to provide.

  If you already have a loan and want to borrow more (a top-up):

  We look at your existing loan and the extra money you want to borrow. We add these amounts together to work out your total loan balance.

  • If the total is £3,000 or less, it usually takes 3–5 working days once we have received all the documents we have asked you to provide.
  • If the total is more than £3,000, it can take up to 7 working days once we receive all the documents we have asked you to provide.

  You can check the Loan Tracker to see your estimated completion date.

• Membership Applications: 5–7 working days, once we have received all the documents we have asked you to provide.
• Website or Email Support: We aim to reply within 3 working hours. We aim to resolve your request within 2 working days.

Please remember that working days do not include weekends or bank holidays.

When We Are Closed

Outside of working hours, staff are unavailable to answer queries or respond to requests, and in most cases, will not be able to begin dealing with them until the next available working day. You may be able to find an answer to your question in the Help Centre.

Lost & Stolen Cards

If your debit card is lost or stolen, you should let us know as soon as possible. Our Lost & Stolen helpline is available 24 hours a day, 7 days a week, 365 days a year on 0203 773 1751 (option 3).  Support agents can only help with lost and stolen enquiries on this line and report fraudulent payments.