Mortgages Customer Support

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
Skipton
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

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.