I had to send the documents twice, first time because I didn't send statement with all four corners, the second time I sent it it got lost in another department. when I phoned up customer services were most helpful and got it sorted and money in my account within a couple of hours. my only concern is having someone who is computer illiterate like myself may have difficulties in sending documents off. in my case I had to ask my son to do it for me, I am not sure if there is any other method to apply to make it easier for people like myself to apply. I cant praise customer services enough and satsuma loans for there help.