Frequently Asked Questions
We may already have the answer to your question here. Take a look at our Frequently Asked Questions to see if your query is covered.
General questions
General questions
I'm closing my account, have I paid enough money to close (redeem) the account?
You should have received a redemption statement showing how much is needed to close your account on the date of redemption. You will need to check your redemption statement and cancel your direct debit if you are certain to redeem before your next payment is due.
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Can I borrow more money?
You can raise extra cash for a variety of purposes if you have been an existing customer for 6 months or more. Click on raise extra cash here to find out more or contact our dedicated team of personal mortgage consultants on 0845 950 1500. They will be delighted to talk this through with you.
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Can I change my mortgage product?
Your mortgage requirements are important to us and we believe it is our responsibility to continue to offer you value for money products to match your lifestyle. In order to simplify product selection we use cascade underwriting. For more details on Changing Products click here. Alternatively, our Customer Care Consultants can be contacted on 0845 950 1500 .
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How long will it take to change my mortgage product?
The process is simple. We’ll provide you with a document called a transfer declaration. If you accept our 'offer' by signing and returning it to us, this will then change the interest charge with effect from the first of the following month.
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What happens at the end of my fixed, discounted or tracker rate?
We will contact you in writing to let you know what your new payments will be. You will also be invited to call us to discuss our current range of mortgage products. For more details on our products and rates, click here.
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How can I be sure that my mortgage will eventually be paid off?
For details on paying back your mortgage, please click here.
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What if I move house, can my mortgage move with me?
We’d be delighted to consider a mortgage application on a new property. For more details on planning a move click here. Or contact our dedicated Movers Team on 0845 950 1500 .
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Circumstances changed?
During the life of your mortgage, a lot could happen. For example, you may wish to change the date that you make your repayments, or you may wish to alter the names on the mortgage; you may have to move abroad and need to let your property on a short-term basis. If you need to discuss any of this or other matters, our fully trained Customer Care Consultants will be pleased to help you. Find out how to contact us by clicking here.
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Why do I have to pay the early repayment charge?
When you first took out your mortgage with us, you may have taken advantage of a lower interest rate for a set period, such as a Fixed or Discount Tracker rate. If within this period you decide to change your product, we would incur administration costs. We will make it clear when you select the product whether there is an early repayment charge. This is part of our policy to be honest and clear in our dealings with you.
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Other services
To help you keep a track of your account, we’ll provide an annual statement. This will help you monitor your payments and your balance, together with the term and type of mortgage you have.
We can also provide a certificate of interest, if this is required for tax purposes. If your account is on a variable rate, we’ll let you know in writing about any changes to the rate and repayments.
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Need a form to apply for any of these?
Many of our forms are available to download from the Forms and Guides section. Print off what you need, fully complete it and send to us with any relevant attachments. This will help us process your requirements more easily. If you can’t find what you need, call us on 0845 602 6144.
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