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Treating customers fairly

If you are having trouble paying your mortgage, we will try to help you, This explains how we will treat you fairly, and what steps you should take to help yourself.

We will:

  • contact you as soon as possible to discuss your circumstances
  • try to find a solution that suits you
  • keep you informed
  • take your individual circumstances into account
  • talk to an agency which gives debt advice (for example, Citizens' Advice), if you want us to
  • give you reasonable time to pay back the debt; and
  • only start proceedings to repossess your home if we cannot solve the problem with you.

We might be able to:

  • arrange a new payment plan with you, taking your and our circumstances into account
  • change the way you make your payments, or the date you make them
  • allow you to pay back your mortgage over a longer period of time (which might reduce your monthly payments)
  • change the type of mortgage.

If we cannot offer you any of these options, we will tell you why. If we can make one of these arrangements with you, we will explain how it would work and give you time to consider it. If we cannot offer any of these options, we might agree to you remaining in the property while you sell the property yourself, depending on your circumstances.

What you can do to help us:

  • tell us as soon as possible if you are having problems repaying your mortgage or think that you might experience problems shortly
  • seek debt advice if you would like help with managing your finances
  • contact us quickly, if we try to contact you
  • make sure you keep any other people paying the mortgage, and anyone guaranteeing the mortgage, up to date with what is happening
  • keep to the payment plan we agree with you, or tell us if there is a change in your circumstances which may affect the arrangement. If you do not make the agreed payments, we might ultimately have to go to court to get back any money you owe us or to repossess your property
  • check whether you can get any state benefits or tax credits which could help increase your income
  • if you have an insurance policy, check whether it would help with your payments
  • tell us if you move to a new address.

If you bought your home with other borrowers, each of you is responsible for all the money borrowed. This is true even if you normally only pay part of the mortgage.

You may want to talk to a professional adviser, such as a debt counsellor or a solicitor, before you change your mortgage arrangements. We would strongly advise that you seek independent, free, debt advice.

For more information about organisations that can also assist those in financial difficulty, please visit our helpful contacts page.

Your home may be repossessed if you do not keep up repayments on your mortgage.

Costs and charges

if you are in arrears, we may charge you for reasonable administrative and legal costs. We will tell you the amount you will have to pay.

If we cannot agree on a solution:

  • we may send a Field Counsellor to see you to discuss your financial circumstances, and the cost of the visit may be charged to your mortgage account. This will incur daily interest at your mortgage interest rate
  • we may go to court to start proceedings to repossess your home. If proceedings take place, we strongly recommend that you attend the court and that you seek independent debt advice
  • starting court proceedings does not necessarily mean that we will repossess your home. We will keep trying to solve the problem with you. Possession is a last resort
  • before we repossess your home, we will give you advice about getting in touch with your local authority to see if they can find you somewhere else to live.

If we repossess your home:

  • we will sell it for the best price we can reasonably get. We will try to sell it as soon as possible
  • we will give you reasonable time to take your belongings from your home
  • we will use the money raised from selling your home to pay your mortgage and any other loans or charges
  • if there is any money left over, we will pay it to you.

If selling your home does not raise enough money to pay off the mortgage:

  • if there is not enough money from the sale to pay the whole mortgage, you will still owe us the amount that is left (a shortfall debt). We will tell you what this is as soon as possible
  • we will contact you within six years of selling your property (five years in Scotland) to arrange for you to pay back what you still owe
  • we will take account of your income and outgoings when we arrange a payment plan for this shortfall debt with you. But if we cannot arrange a suitable plan, we may go to court to get our money back and you may have to pay additional court costs
  • if a shortfall debt is not paid, it could affect whether you are able to get credit in the future.


If you do not think we have treated you fairly, you can make a complaint. Visit our Contact us page for more information and for details on how to complain.

Useful information

Payment difficulties

If you're worried about or unable to make your monthly mortgage repayments, then it is important you talk to us as soon as possible.

Payment difficulties

Ways to pay your mortgage

Find out more about the different ways you can make your monthly mortgage payments with us.

Ways to pay your mortgage

Helpful contacts

More information about organisations that can also assist those in financial difficulty.

Helpful contacts
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