If you're having trouble making your mortgage payments call us free on
0808 156 1158 as soon as possible so we can try to help you. Lines are open 8am to 7pm Monday to Friday, 9am to 1pm on Saturday. We'll be able to discuss your circumstances and could offer help to meet your individual needs.
In addition we have set up a facility with an independent money adviser, Payplan. This allows our borrowers to discuss their financial situation in confidence.
Payplan is the UK's leading provider of free debt management arrangements. They have a range of solutions to solving debt problems and are experts in providing realistic and affordable ways of solving these problems for people in financial difficulty. They can help to keep people in their homes, repay their unsecured debts and reduce their expenditure. They also provide ongoing support so that everyone has the best chance of becoming debt-free and staying that way.
You should read the following factsheets for more information when you’re having difficulties paying for your mortgage:
If you are in arrears, we may charge you for any administration or legal costs which we incur. You will be informed about all charges which we may make.
If you haven’t already contacted us about your situation, we will be in touch to discuss this with you. Depending on your circumstances, here's some steps we may take:
Before we take any action, we’ll provide you with a breakdown of how these actions work and we’ll also give you time to work out which is best for you. If we’re not in a position to offer these options, we will explain why. In addition to the actions above:
We could also agree to you remaining in the property in order to sell it yourself, if we can’t offer any of the above options.
You may want to talk to a professional adviser, such as a financial advisor or a solicitor, before you change your mortgage arrangements. We would strongly advise that you seek independent, free debt advice.
Please be aware that if you are thinking about handing your keys back to us, you will still be responsible for paying the mortgage until the property is sold. In the event that your house sells for less than you owe, this will mean that your mortgage won't be fully repaid and you will still owe us the amount that is left. Please discuss this option with us before taking such action.
If you have concerns about how we have dealt with your case please use our complaints procedure to make us aware of any problems. We'll do our best to address things quickly and fairly.
Our complaints procedure meets the requirements of both the Financial Conduct Authority (FCA) and the Financial Ombudsman Service (FOS).
Some companies may offer you new loans or even invite you to sell your property to them and then lease it back as a way of resolving your short-term financial difficulty. Please be careful, as such actions may not be in your best interests in the long term. We would advise that you seek independent advice before entering into any arrangement of this type.