Get answers to some of our most frequently asked questions.
We know that the world of mortgages can sometimes get confusing. That’s why we’ve compiled a list of some of the most frequently asked questions our customers ask us.
Can’t find what you are looking for? Feel free to give us a call on 0345 111 8020** and one of our experts will be happy to help.
I want to overpay on my mortgage – can I do this?
Yes. Our mortgage products allow you to make overpayments either as a lump sum, or as regular overpayments. For more information on overpayments click here.
I would like to underpay on my mortgage - can I do this?
Yes, you can reduce your payment in part or in full subject to conditions. For more information on underpayments click here.
How do I change my monthly payment date?
Please call us on 0345 111 8020** and we'll arrange a new date for you. You will need to give us 14 days' notice of any change.
How can I change my Direct Debit or bank details?
Please call us on 0345 111 8020** and we’ll change the details for you. You will need to give us 14 days’ notice of any change.
What happens when my current deal ends?
We’ll be in touch in advance of your existing mortgage deal coming to an end.
From there, the choice is yours. You can speak to one of our mortgage advisors over the telephone or go online to renew your deal (depending on your individual situation). Take a look at our switching page to find out if you may be eligible for a switch to another product and for information on what the switching process looks like.
If you do nothing, your mortgage will revert to our Standard Variable Rate (SVR), at the expiry of your initial offer period, potentially leading to higher monthly payments. Once on the SVR, your monthly payments can change at any time, meaning they can go up or down, so it’s best to get in contact with us as early as you can to discuss your options further.
Please note that we are no longer offering new Buy to Let mortgages products, so you are not eligible to switch product with us if you are letting your property out under a Consent to Let or the mortgage you are looking to switch is a Buy to Let or Consumer Buy to Let Mortgage. When your current fixed rate ends, you will revert to our Standard Variable Rate (SVR) only. You may be able to switch to a cheaper mortgage with a new lender and we would recommend that you seek independent financial advice to see if you could get an alternate rate elsewhere.
What happens if I miss a monthly payment?
If you do miss a monthly payment, get in touch with us as soon as you can – we want to help. Call us on 0800 923 1547 and we'll go through the details and talk through all your options. Calls to this number are free from landlines and mobiles.
Until you make an arrangement to repay the amount you owe, you're behind on your payments. For as long as you're one month or more behind, we'll charge you a monthly arrears fee, as set out in our Tariff of Fees and Charges (PDF, 122KB) . In addition, as your balance will be higher, you'll pay more interest too.
We have to inform credit reference agencies that you've missed a payment – and this could make it hard for you to get credit if you need it.
Your home may be repossessed if you don't keep up repayments on your mortgage.
What if I can’t afford my mortgage?
If you're struggling to make your payments, or your circumstances have changed and you may struggle in the future, get in touch with us as soon as you can - we want to help. Call us on 0800 923 1547 and we'll go through the details and talk through all your options. Calls are free from a landline and from a mobile when calling from the UK.
Yes. Your mortgage is portable only if you have taken a mortgage with us after 2016. That means you can transfer your existing mortgage with its terms and conditions and interest rate over to a new property. However, this is subject to the loan and the property meeting our lending criteria. You may also need to go through a full affordability assessment.
If you require an additional loan for the move, you'll need to apply for a new mortgage, with another lender. If you want to move your mortgage, give us a call on 0345 111 8020** so we can check all the details and explain how it works.
I’d like to borrow some more money on my mortgage – can I do this?
No, this is no longer possible.
Existing rate ending
See if you can switch your existing mortgage to a new product.
Manage your mortgage
From changing your payment details to paying off your mortgage.
Find out more about overpayments and underpayments.
The mortgage is secured on your home. Your home may be repossessed if you do not keep up repayments on your mortgage. Lending subject to status.
Our general enquiry line is open Monday to Friday, 8am–8pm, Saturday, 9am–1pm and closed Sunday. **Telephone calls will be recorded for security purposes under our quality control procedures. Calls are charged at local rates from landlines and mobiles.