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Servicing FAQs

Unparalleled Service

We want to make it easy for you to manage your mortgage or loan with us, so here we’ve put together some of our frequently asked questions. If you’ve got a question that’s not answered here, don’t hesitate to get in touch.

Please note, your home may be repossessed if you do not keep up repayments on your mortgage.

Clear communication

Please ensure you include your mortgage account number on all correspondence.

Your Account
General FAQs
Can I change the bank account my direct debit payment is taken from?

Yes. Just call us on 0333 414 1494, give us your new bank sort code and account number and we will do the rest.
You can also email at
We’ll need at least 10 working days before your payment is due so we can make the change in time.

How do I make an overpayment or capital reduction?
How do I make my regular monthly payment?
What happens to my payments at the end of my fixed rate or discounted rate offer period?
Is my first payment higher than my normal monthly payment?
I have just completed on my loan, when is my first payment date?
What happens to my payments if the Bank of England base rate changes?
I’m worried about paying my mortgage and haven’t taken a payment holiday. Can I take one now?

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