We have grouped our Frequently Asked Questions (FAQs) by topic. Click on a link below to go directly to each group of questions.
Moving Home
Offset
Overpayments
Additional Borrowing
Payment Holidays
Account Changes
Account Information
Redemption
Do you offer...
Q. How can I find out how much I can borrow?
A. Use our handy online calculator to find out how much we could lend you.
Q. Can I have a mortgage quote?
A. If you know how much you'd like to borrow, you can find out how much it will cost using our Quick Quote calculator.
Q. How do I apply for a mortgage?
A. Before you can apply you need to obtain a Key Facts Illustration (KFI). This is a fully detailed quote which summarises the key information relating to the mortgage and how it will relate to your individual circumstances. You can obtain a KFI for all quotes created using the Quick Quote calculator. Once you have found the most suitable KFI you can continue your application online.
Q. Can I have an update on my current application?
A. For an update on your mortgage application, please call 0845 845 8450.
Q. Can I add offset to my mortgage?
A. Yes, Offsetting is available on all our variable rate products, and some of our Freestyle Fixed products. For full details read our guide to Offsetting.
Q. How can I check the balance of my Offset Reserve?
A. You can check the balance of your Offset Reserve by using our secure
online servicing facility or give us a call on 0845 845 8450.
Q. How can I move money in or out of my Offset Reserve?
A. You can move money in or out of your Offset Reserve by using our secure
online servicing facility or give us a call on 0845 845 8450.
Q. Can I change my offset benefit type?
A. Changes to your offset account can be requested by completing the 'Feedback'
form from within our secure
online servicing facility or give us a call on 0845 845 8450.
Q. Can I make an overpayment?
A. Yes, by visiting our secure online servicing facility and completing the overpayment request form, you can:
If you prefer, you can make your overpayment request by telephone on 0845 845 8450.
Q. Can I borrow more money?
A. If you would like to borrow additional funds on your mortgage, you can apply
through our secure online servicing facility. Find out more about our Cash
Reserve facility.
Q. When will my drawdown be in my external account?
A. Funds will arrive in your nominated external bank account within 5 - 10 working days of us receiving your signed drawdown acceptance form.
Q. How much will my next payment be following the drawdown?
A. Confirmation of your next mortgage payment and new balance can be found
through our secure
online servicing facility. Please note that the next payment figure given
will not include any overpayments you are making to the mortgage.
Q. Can I take a payment holiday?
A. Yes, you can request to take a payment holiday by calling us on 0845 845 8450, 22 days in advance of when you want to miss your payment.
You can take up to two payment holidays a year (subject to available funds in your Cash Reserve or prepayment reserve and ability to pay) once you've made six consecutive mortgage payments. Read more about Payment Holidays.
Q. Can I change my payment date?
A. To change your payment date please call our mortgage department on 0845 845 8450.
Q. Can I change my mortgage to interest only from Repayment or vice-versa?
A. To change your repayment method please call our mortgage department on 0845
845 8450. Maintenance charges apply.
Q. Can I cancel a transaction after arranging it?
A. Transactions can be cancelled by selecting the 'Future Transactions' option
from within our secure
online servicing facility or give us a call on 0845 845 8450.
Q. Can I have a new PIN and Password form for telephone banking?
A. If you are unable to remember your telephone banking PIN and Password, please
call us on 0845 7 55 56 57. We will issue a new security document which will
allow you to choose a new PIN and Password.
Q. What is my mortgage term?
A. Information regarding your mortgage term can be found through our secure online servicing facility. Please note that if you have previously requested to increase or reduce your mortgage term, then it will be the original mortgage term that is shown online. If you have previously changed you mortgage term, please call our mortgage department on 0845 845 8450 for information.
Q. How much is my next payment?
A. Confirmation of how much your next payment will be can be found through our secure online servicing facility. Please note that the figure given will not include any overpayments that you are making to the mortgage.
If you have an overpayment arrangement in place, please call our mortgage department on 0845 845 8450 for details of your next payment.
Q. Can I have a mortgage balance?
A. To obtain a mortgage balance, please use our secure online servicing facility.
Q. Can I have a mortgage statement?
A. Mortgage Statements are issued on an annual basis. Please note that duplicate copies can be requested, but there is a fee required for this. Please view our Rates and Charges page for further information.
Q. Can you give me a copy of my deeds?
A. If we hold your title deeds, you can request a copy by calling us on 0845 845 8450. Please note that a fee will be charged for this facility. Please view our Rates and Charges page for further information.
Commercial mortgages?
No, we do not currently offer mortgages for commercial properties.
Self Cert mortgages?
Follow this link for more
information about Income self-verification.
Guarantor mortgages?
Yes, please call 0845 845 8450 to discuss your individual circumstances.
Buy-to-Let mortgages?
Follow this link for more
information about Buy to Let mortgages.
Lifetime mortgages?
Follow this link for more information about Lifetime mortgages.
Buildings & Contents Insurance?
Follow this link for more information about Buildings & Contents Insurance
Mortgage Payment Protection Insurance?
Follow this link for more information about Mortgage Payment Protection Insurance
