Frequently asked questions

Whether you're looking for a new mortgage or you just want to make the most of the mortgage you've got already, you might have the odd question. We've got the answers to some of the most common questions we hear from our customers.

And to help you get straight to the answers you need, we've also put together some specific questions depending on what you want to do.

You can apply by calling the team on 0345 111 8010 **.

We're open Monday to Friday 8am to 8pm, Saturdays 9am - 4pm and Sundays 10am - 1pm. One of the team will go through all the details, go over your options with you and arrange an appointment with one of our qualified mortgage advisers.

With any of our mortgages, you can apply to borrow more money after you've made a minimum of six monthly payments.

The minimum amount you can borrow is £5,000, and you may need to pay other fees. It will increase the amount you owe, the interest you need to pay and your monthly payments.

Here's how it works:

  • Arrange an appointment with one of our qualified mortgage advisers by calling 0345 111 8020 ** – have a look at our list of what you'll need (PDF, 172KB) to have to hand
  • They'll check you can afford the bigger monthly payments for the extra money you want to borrow
  • They'll also check the extra money won't take your total mortgage over our maximum loan-to-value ratio
  • They'll be able to recommend the right product for your circumstances.

There's more on this on our Manage your mortgage page.

Our decision on how much we are willing to lend is based upon a full affordability assessment where we will look to understand your income, any loan or credit card commitments and regular essential household expenditure. In addition, we’ll also perform a credit check to make sure your credit rating is suitable for mortgage purposes.

See below for a handy guide on any restrictions that may be in place depending on your circumstances.

About you
Amount of lending What we may be able to lend
a first time buyer, remortgaging or moving house £40,000-£500,000 Up to 90% Loan to Value
£500,001-£750,000 Up to 80% Loan to Value
£750,001-£1,000,000 Up to 75% Loan to Value
self-employed (with less than three years trading) Up to £1,000,000 Up to 75% Loan to Value
purchasing a new build house/flat Up to £1,000,000 Up to 85% & 75% Loan to Value respectively

To get a more accurate idea of how much you can borrow, get a decision in principle before you apply for a mortgage in full. Arrange an appointment with one of our qualified mortgage advisers by calling 0345 111 8010 **.

A decision in principle (DIP) gives you a good idea of whether we can give you a mortgage, and how much we might lend you, however it's not a guarantee that we will lend to you. It helps you get your finances in order before you get going with the full mortgage though.

What we actually lend you depends on the information you give us when you apply for a mortgage. But with a decision in principle, you can have a figure in mind if you're house hunting – and also reassure the estate agents and sellers that you're serious about your search.

With a capital and interest mortgage, your monthly repayments pay off the capital amount you borrowed as well as the interest on it. This means the capital amount goes down throughout the mortgage term and by the end of it you've repaid your mortgage in full.

You need to show us documents to prove your identity, your address and your income. We've put together a handy guide – Your mortgage document checklist (PDF, 172KB) – so you know exactly what we need.

Usually it means we need some more information from you to confirm the details you gave us. We'll get in touch to let you know what we need. As soon as we have it, and can check your details, we'll let you know if we can give you a mortgage.

When we reject a mortgage application, it can be for several reasons. For example, it could be because:

  • you don't have a very good credit history – we use the credit reference agency Call Credit for our checks. You can ask them to check your credit history for you. There may be a charge for this.
  • your income and expenditure don’t meet our affordability criteria
  • you or the property don't meet all of our criteria for getting a mortgage

We aim to provide the best possible service to our customers, but occasionally we get things wrong, or don't meet your expectations. When this happens, we'll try to resolve the issue quickly and to your satisfaction.

It's important that you let us know if you're unhappy with any aspect of our business so that we can try to put it right, learn from it and improve our service.

You can write to us at:

Customer complaints
PO Box 12
Gateway House
Gargrave Road
BD23 2HL

You can call our complaints team direct on 0800 923 1548. We're open 9am to 5pm Monday to Friday and calls to this number are free from landlines and mobiles.

You can use our online form

However you choose to contact us we'll do our best to put things right as quickly as possible for you. We will handle your case fairly, sensitively and in line with requirements set by the Financial Conduct Authority. We will also try to make sure that we fix the root cause of problems so that we don't make similar mistakes again.

More information on how to complain

Take a look at our tariff of charges for further details on the fees that may be applicable. For further information, speak to your Mortgage Adviser directly.

Yes. It can be added to the total mortgage amount or deducted from the mortgage funds when they're released. If you add it to the mortgage you'll be increasing the total amount of your borrowing and therefore you'll pay interest on this additional amount at the same rate as the rest of your borrowing. If you deduct it from the funds released you won't pay additional interest.

You have 7 days from the date you receive your Offer, to reflect on its terms and let us know if you don't want to proceed. Sainsbury's Bank will be bound to the terms of the Offer for the duration of the 7 day reflection period. You should remember that if you choose not to proceed, that not all of the fees that you may have already paid will be refundable. Your Offer will be valid for 180 days from the date it's issued and in some situations – you can ask us to consider extending that for even longer.

Once you have signed the Mortgage Deed and the loan funds have been drawn down you will have accepted the offer and you cannot withdraw from it. You can however repay the loan at any time in accordance with the Offer and the Residential mortgage conditions 2017.

If you would like an explanation of any of the terms of the Offer, please contact your mortgage Conveyancer in the first instance.

Our mortgage offers last for 180 days. If yours expires, we'll need to send another offer – which could be different.

But if you know there's going to be a delay on your purchase/remortgage, give us a ring on 0345 111 8010 ** before your offer runs out. We might be able to extend it for you.

When we give you advice we take everything into account – from what you can afford to how much you earn and spend. This means we can give you advice about the mortgages that will suit your circumstances, and that you can afford.

Our mortgage advisers can also explain all the different types of mortgage and how they work. They can also suggest the most suitable mortgage term for you.

If you don't get advice when you apply for a mortgage, there's always the danger you could pick the wrong one. If that happens, you won't be protected in the same way as customers who did get advice.

An acceptable New Build/Self Build warranty must be in place for any property which has been built or converted in the last 10 years, or is to be occupied for the first time. Acceptable warranty schemes include:

  • NHBC Buildmark
  • NHBC Solo (discontinued for New Builds from 2016)
  • Zurich Municipal
  • Castle 10 New Home Warranty - provided by Checkmate
  • LABC New Home Warranty
  • Premier Guarantee for New HomesBuilding Life Plan Ltd
  • Buildzone
  • CRL Management Ltd
  • Certification by certain professional consultants may be accepted subject to it being in standard Council of Mortgage Lenders (CML) format, where the property has been built/converted within the last 6 years.

Professional Consultant's Certificates may be accepted, where they are signed by:

  • Qualified Architect, who is a corporate member of the Royal Institute of British Architects, or
  • Qualified Chartered Building Surveyor, who is a corporate member of the Royal Institution of Chartered Surveyors
  • Evidence of appropriate valid personal indemnity insurance will be required and the certificate must be for the benefit of the borrower(s). The Architect/Building Surveyor must confirm that he has supervised the whole project.

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.