We understand the rise in the cost of living has increased the pressure on personal finances. If you’re concerned about falling behind with your payments let us know; the earlier you contact us, the sooner we will be able to help you. If you think you may be facing payment difficulties, do not be put off contacting us, even if you are up to date with payments.

You can contact us in different ways, including calling, emailing or writing to us, using the Contact Us page.

Our dedicated Customer Support team will work with you to find an appropriate solution based on your individual circumstances. They will aim to better understand your situation (this may include discussing your income and outgoings) and then consider potential support options; we will never ask you to pay more than you can afford.

Solution options (sometimes referred to as forbearance) can include both short term and long-term solutions, depending on your circumstances. They may include the following:

• A payment arrangement to maintain your monthly payment and clear any missed payments over an affordable period
• Reduced payments for an agreed period based upon what you can afford with reviews as your situation changes
• Transfer to a different mortgage product which may reduce your payments
• Temporary transfer to an Interest Only mortgage – so you are paying only the interest and not the capital
• Time to allow you to get independent debt advice
• Adding what is owed, or a proportion thereof, to your total mortgage balance. That means arrears will be added to the capital balance upon which interest is charged
• Adjusting your interest rate for an agreed period, with reviews as your situation changes
• Time to progress an option such as selling your property or remortgaging
• Consent to let

IMPORTANT: These are based on your circumstances and affordability. Not all options are suitable or available for everyone. We will explain the options available and what the individual support would mean for you, including how any arrangement will be reported on your credit file. In addition, we will also explain the impact of any arrangement on your mortgage balance.

We always recommend you seek independent debt advice. Please see our help pages for contact details.