FAQs

This page provides answers to the questions we are asked most often, especially those not covered in detail in other parts of our website. There is a dedicated section for information about Direct Debits and PPI, whilst the sale of NRAM loans to us is explained below.

The following section will apply to you if you have received a letter in July 2016 confirming that your account has been transferred from NRAM to Landmark Mortgages Limited (Landmark).

Why is NRAM plc changing to Landmark Mortgages?

As announced publicly, NRAM plc was sold to Cerberus Capital Management LP (Cerberus) on 5 May 2016. It was agreed that Cerberus would change the name of NRAM plc.

Who are Landmark Mortgages?

Landmark Mortgages Limited is the new name for NRAM plc now the sale has completed.

Who are Cerberus?

Cerberus is a US based investment firm. The sale of NRAM plc was undertaken in full accordance with your Terms and Conditions.

Who owns my mortgage or loan?

Your account continues to be owned by NRAM plc but has now been renamed to Landmark Mortgages Limited.

What is changing?

We have changed our name to Landmark Mortgages Limited so you will start to see our new logo on all of your letters and statements. We have also changed our telephone numbers:

Call: Customer Service: 0330 159 7152* (Monday – Friday 8.30am - 6pm) Customers in financial difficulty: 0330 159 7141* (Monday – Friday 8am – 8pm, Saturday 9am – 1pm)

How does this affect me?

You will start to see our new Landmark logo on all of your letters and statements. We have also changed our telephone numbers:

Call:
Customer Service: 0330 159 7152* (Monday – Friday 8.30am - 6pm)
Customers in financial difficulty: 0330 159 7141* (Monday – Friday 8am – 8pm, Saturday 9am – 1pm)

If you have recently received any of the documents listed below they will still be valid until the expiry date quoted on the document:

  • Offer documentation
  • Redemption statements
Will I receive any other communications from NRAM?

No, all communications will be from Landmark from now on.

What if I am currently making changes to my account?

Any changes to your account that are already in progress with us or have already been agreed by us will still be made.

What do I need to do now?

If you pay by Standing Order, bank transfer, online banking or by using a paying-in book, you will need to use new bank account details for all future payments:

  • Account No: 80140262
  • Sort Code: 62-31-87
  • Reference: please use your mortgage account number

Important: you should change your payment details as soon as possible. This will avoid you potentially missing a payment and falling into arrears.

If you currently pay by Direct Debit, you do not need to do anything at this point. The Terms and Conditions of your account will not change, your Account Number will stay the same and we will continue to collect your Direct Debit payments.

Please do not amend or cancel your Direct Debit.

Do I need to let any third parties know about this change?
  • You may need to inform your solicitor if they are involved with any legal work relating to your mortgage.
  • If you are working with a Debt Management Company or Insolvency Practitioner / Trustee in Bankruptcy, they will need to know about any change in payment details.
Will my current Arrangement To Pay (ATP) be maintained?

Yes. If you currently have a payment arrangement to clear your arrears, there will be no change to your existing ATP. You should continue to make the agreed payments by Direct Debit.

Is my personal information safe?

Yes - we will always comply with our legal obligations under the Data Protection Act 1998.

Will my credit score be affected?

No. The relevant Credit Reference Agencies will be notified of the change to Landmark Mortgages Limited and they will update your report accordingly. They may send you an automated notification about this, which will be for information only.

Will my Interest Rate change?

Your interest rate has not changed as a result of this transfer. However, interest rate changes may occur in the future.

Will I be able to borrow further funds/ extend my mortgage?

Landmark have no current plans to return to lending and as a result are not offering further lending or term extensions.

Will the administration of my mortgage be carried out by a new office?

No, your loan will continue to be managed by the same administration team and the day to day running of your mortgage account will continue as normal.

How do I make a customer service query?

Write to:
Landmark Mortgages Limited, PO Box 656, Durham, DH1 9LY

Call:
Customer Service: 0330 159 7152* (Monday – Friday 8.30am - 6pm)
Customers in financial difficulty: 0330 159 7141* (Monday – Friday 8am – 8pm, Saturday 9am – 1pm)

How do I make a complaint?

You can find out more about our Internal Complaints Procedure here.