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Help Centre

Looking for a ‘how to’ or a ‘here’s why’? You’ve come to the right place. Take a look around our Help Centre for answers.

Popular questions

Here are some of the most common questions asked by our customers.

There are a couple of ways you might have locked your account.

If you’ve entered your login details incorrectly in Skipton Online:

You will then get the option to unlock your account using your Secure Passcode in our app, or the One-Time Code feature.

If neither of these security methods are available to you, you’ll need to call 0345 266 0978, or web chat with our team so we can unlock your account.

If you’ve entered your six-digit PIN incorrectly in our app:

You can unlock within the app using your login details for Skipton Online.

If you are locked out of the app and Skipton Online at the same time:

You will need to call us on 0345 266 0978, or you can speak to us on web chat so we can help you get back online.

HMRC will calculate bonus payments for your Lifetime ISA on a month-by-month basis. Your bonus is calculated on any payments you make into your account from the 6th of the month to the 5th of the following month. Your bonus will be paid into your account within 14 days of the 20th of month two.

For example:

  1. Pay into your Lifetime ISA between 6 April and 5 May
  2. The bonus is then calculated between 6 May and 20 May
  3. Your bonus is paid by 3 June

The day we receive payment from HMRC, we pay it directly into your account, so you don’t lose any interest.

Important information

In order to receive the 25% government bonus you must ensure your details held at both Skipton and HMRC are correct and match. This includes both your first name and surname, date of birth and National Insurance number (you must not hold a temporary National Insurance number to qualify for a Lifetime ISA).

If you’re registered for Skipton Online, you can:

  • You can update your email, postal address or telephone number(s) in Skipton Online. Log in to your account and then visit the ‘Personal Details’ section which you’ll find on the left hand side.

You’ll need your extra layer of security to hand. This can be either your Secure Passcode within the mobile app or your One-Time Code.

Other ways to update your details:

  • You can update your telephone number, email or postal address by calling us on 0345 266 0978, in branch or by writing to us. If you’d like to change your postal address over the phone, you’ll need to have set up a memorable word for telephone access.

If we don't have your signature on file and you're changing your details by post or in branch, we may ask you to provide verification of your signature.

Depending on your mortgage product, there may be restrictions on the maximum amount you can overpay, either by regular overpayments or as a lump sum, in one year without incurring an Early Repayment Charge. You can usually repay a fixed percentage of your original mortgage balance per year without charge. For more details, see your mortgage account summary in the Skipton app or on Skipton Online, or refer to the details in your mortgage offer.

If you are making lump sum overpayments, these may trigger a recalculation of your monthly repayment amount.

Debit card lump sum payment

You can make a lump sum card payment by calling us on 0345 850 1711.

Bank transfer

It is possible to make a bank transfer for an overpayment using the details below:

  • Account holder name: Your full name
  • Sort code: 20-78-91
  • Account number: 70798924
  • Reference: Your 9-digit mortgage account number

Please note, if you don’t enter your 9-digit mortgage account number as the reference, the payment will be returned.

Regular Direct Debit overpayment

If you would like to regularly overpay, we can arrange to increase your Direct Debit amount. Simply call us on 0345 850 1711, speak to us on web chat or send us a Secure Message.

Just let us know how much you would like to pay each month and when you’d like this to take place. We can then arrange for the payment to be increased.

Standing Order overpayments

If you would like to make regular overpayments by standing order then call us on 0345 850 1711 to discuss.

Overpayment from a Skipton Savings Account

If you would like to make a lump sum payment or set up regular overpayments from a Skipton Savings Account in your name, you can do this by logging onto Skipton Online or calling us on 0345 850 1711.

If you are using Skipton Online, please call us or check your mortgage offer to ensure any payments do not exceed any overpayment allowance you may have.

There are different rules that apply depending on when your account was opened and the reason for your withdrawal.

Please see our Lifetime ISA withdrawal charges page.

Lifetime ISA withdrawal charges

The Bank of England increased the bank base rate from 5.00% to 5.25% on 3 August 2023. Find out more about how this change could affect your mortgage or savings account.

Base rate changes

Additional support

Support is available if you need help with any of the types of things on our list below – even if it’s only a temporary change in your circumstances.

  • Accessibility requirements
  • A life event such as a bereavement or separation/divorce
  • Severe injury or illness
  • Mental health difficulties
  • Communication or comprehension challenges
  • Financial abuse or difficult financial situation.

We’re here to listen and help wherever we can, especially if there’s anything we can do to make it easier for you to manage your accounts.

Call us on 0345 266 0978 or speak to us on web chat.

Other useful links

Haven’t quite found what you’re looking for? We’ve put together these other links that might help.

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