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Customer Service Centre

We are open but exceptionally busy. Where possible, please leave phone lines free for our most vulnerable customers. 


Opening hours

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

Free call from mobiles and landlines.


All enquiries 0800 121 8899

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Changes to online security

In the next few weeks we're introducing a new way to log in and use your account that is easier and safer than ever before.  What do I need to do?

 
 
Payment holidays

What you need to know

We know that you might have concerns about your finances at this time. If you are able to maintain your payments you should continue to do so. However if your ability to pay has been affected by Coronavirus you can request a mortgage payment holiday of up to three months.

 
Taking a mortgage payment holiday at this time will not affect your credit rating, but the interest will accrue in the holiday period. This means that the overall amount payable and the term of your mortgage could increase. You’ll need to make up deferred payments in the future.

For example, with a capital repayment mortgage of £100,000 over 25 years at our Standard Variable Rate of 4.49% interest, your monthly payment after a 3 month payment holiday will increase by £9.30.
 

It’s quick and easy to arrange an immediate payment holiday online and we’ll email you to confirm we’ve arranged your payment holiday. If you're already behind on your mortgage payments or are struggling to keep up with payments on your personal loan due to coronavirus, please call us on 0800 121 8765 and we can look at whether a payment holiday or another option is suitable for you.

What you need to do

Residential mortgages

The payment holiday will apply if you’re up to date on your payments, not in arrears, and you can confirm that you’ve been affected – directly or indirectly – by Coronavirus.

 

Buy-to-let mortgages

It will apply if you’re up to date with your payments, not in arrears and you can confirm that your tenants are having difficulty in paying their rent due to Coronavirus.