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Mortgages Customer Support

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.

What is your definition of a capital and interest mortgage?

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.

What documents will I need to apply?

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.

My mortgage application has been referred - what does that mean?

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.

Why was my application declined?

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

How do I complain?

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

Is there a cooling off period on your mortgage contracts?

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.

How long is my mortgage offer valid for?

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.

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.

Get in touch
 Call 0345 111 8020**
 More phone options


Our lines are 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.

Mortgages Support

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