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Customer Service Centre


Opening hours

Monday to Friday 8am-7pm
Saturday 9am-2pm
Sunday closed
Closed on bank holidays 

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All enquiries 0800 121 8899

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Frequently asked questions

Can I apply for a new payment holiday or extend my payment holiday?

Payment holidays, that were introduced due the coronavirus pandemic, have now finished.

We are able to extend payment holidays that have expired after the application window ended in March but these must complete by the end of July. If you’re eligible, we’ll write to you when your current arrangement ends and tell you how to apply.

There’s still many ways we can help you with financial difficulties, whether you’re in arrears already or not. Please refer to our payment difficulties pages for information.

What options do I have if I am struggling with my payments?
Whether you’re having difficulty with your mortgage, your Buy to Let or Unsecured Personal loan, you can find information in our payment difficulties page and see how to contact us.
I’ve had a payment holiday – what happens next?

When the mortgage payment holiday is over we’ll recalculate your new monthly payment and write to let you know how much it will be. We’ll add the value of deferred payments and unpaid interest to your account and recalculate this over your remaining term. Your new payment will be higher unless you arrange a different option with us. For example, if your circumstances have improved you could:

  • Repay the full amount of deferred payments immediately
  • Make overpayments over a shorter period until the amount is paid back.

If you were making overpayments before you took your payment holiday we won’t add these back onto your payments so you’ll need to contact us if you’d like to arrange a higher payment.

You may want to look at other options if you are still facing payment difficulties, our dedicated page has information on how we can help.

I’m struggling with my payments, should I cancel my direct debit?
Speak to us before you cancel your direct debit payments as a missed payment could be reported on your credit file.
I cancelled my Direct Debit – how can I set it up again?
Call us and we can set it up for you over the phone. We can also talk to you about changing the date of your mortgage payment if that will help you
I’d like to repay the payments that I missed. How can I do this?

When the mortgage payment holiday is over we’ll recalculate your new monthly payment and write to let you know how much it will be. We’ll add the value of deferred payments and unpaid interest to your account and recalculate this over your remaining term. Your new payment will be higher unless you arrange a different option with us. For example, if your circumstances have improved you could:

  • Repay the full amount of deferred payments immediately
  • Make overpayments over a shorter period until the amount is paid back.

If you were making overpayments before you took your payment holiday we won’t add these back onto your payments so you’ll need to contact us if you’d like to arrange a higher payment.

You may want to look at other options if you are still facing payment difficulties, our dedicated page has information on how we can help.

I have been making overpayments on my mortgage. Will they still be in place when my payments restart?

When the mortgage payment holiday is over we’ll recalculate your new monthly payment and write to let you know how much it will be. We’ll add the value of deferred payments and unpaid interest to your account and recalculate this over your remaining term. Your new payment will be higher unless you arrange a different option with us. For example, if your circumstances have improved you could:

  • Repay the full amount of deferred payments immediately
  • Make overpayments over a shorter period until the amount is paid back.

If you were making overpayments before you took your payment holiday we won’t add these back onto your payments so you’ll need to contact us if you’d like to arrange a higher payment.

You may want to look at other options if you are still facing payment difficulties, our dedicated page has information on how we can help.

What if I’m still being affected by coronavirus after my payment holiday has ended?

If you’re still in financial difficulty after mortgage your payment holiday has come to an end, we’re here to help. There may be other options available to you – take a look at our payment difficulties section for more help and guidance.

Your first step is to fill in our mortgage help and support form and a member of our specialist team will call you to discuss your options. As part of the call we’ll need to understand your current situation, so it would be really useful if you could complete a budget planner and have it to hand when we call you. It’ll help us come up with a suitable payment plan for you. 

Will my house be repossessed?

Repossession is always a last resort and only happens after we have tried to make arrangements with you. During the pandemic Lenders have put repossession activity on hold to ensure borrowers are not at risk of losing their home. However this is constantly under review as delaying possession can lead to increased arrears and interest which could impact the equity in your home.

Before we take any steps towards possession, we will write and attempt to speak to you many times so there are opportunities for you to discuss your situation with us. The most important thing is to call us as it’s never too late to make an arrangement with you.

I have Buy to Let mortgage and have issues with my payments – what can I do?
Call us or complete the mortgage help and support form and one of our specialist team will call you. Contact us as soon as you think you have payment issues and we will look at options to help you. You can also complete a simple budget planner which will help explain your situation.
Where can I get more information on how to get help?
If you’re still struggling with your mortgage payments, there’s support and guidance on ways we can help, as well as details of free debt advice organisations in our payment difficulties section.  
I have an Unsecured Personal Loan and have issues with my payments – what can I do?
Call us or complete the mortgage help and support form and one of our specialist team will call you. Contact us as soon as you think you have payment issues and we will look at options to help you. You can also complete a simple budget planner which will help explain your situation.