You’ll receive a charge of £6.50 The Direct Debit will usually try to collect again after seven working days. You won’t be charged another fee if this second collection also fails. Can I stop this collection?Yes, you can choose to cancel your Direct Debit either with your bank (up to one working day before the …
I’m leaving/redeeming, should I cancel my Direct Debit?
We recommend you cancel your Direct Debit as soon as you’ve paid money into your account to redeem your mortgage. If a Direct Debit payment is received after a mortgage has redeemed, a refund will be made directly back to the bank account it came from within 10 working days.
Does my Direct Debit change every time my monthly payment amount changes?
Yes, we’ll automatically update your payment amount each time your payment changes. We’ll write to you at least 10 working days beforehand to advise of any changes to your Direct Debit. You do not have to contact us.
How long will it take to resolve my complaint?
We have eight weeks to resolve your complaint, but we’ll do everything we can to deal with it as quickly as possible. If we can’t complete our investigation within eight weeks, we’ll send you a letter to let you know and tell you what steps you can take. This will include letting you know that …
What happens after I’ve made a complaint?
If we can deal with your complaint within three working days, we’ll call you to make sure that you’re happy with our decision. If you are, we’ll send you a letter to confirm this.
Letting your property
If you’re no longer able to afford to live in the property but have somewhere else to live that is affordable, we may agree for you to let the property for a temporary period.
Moving house
You may be able to transfer your mortgage to another property without increasing the amount you’ve borrowed. This is called porting your mortgage. As this will be classed as a new mortgage, we’ll need to make sure that you can still afford the payments after we make the change. To do this we will carry …
Giving someone third-party authority
This allows someone else to talk to us about your account without you being there. You may find this helpful if you need some help managing your finances or find it difficult to speak to us about your situation. If you’re unwell, or your circumstances mean you can’t call us, you may find it reassuring …