Our top 5 FAQs

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We’ve put together the top five most commonly asked questions to keep you updated on some common issues.

What happens at the end of my initial fixed or discounted rate period?
Before you reach the end of your fixed or discounted rate period we’ll write to you and let you know what this means to your future payments and let you know what your options are. You can always call us on 0207 036 2012 if you've any questions.

Can I make an overpayment?
You can make an overpayment, in addition to your normal monthly payment, on all of our mortgage or loan accounts. It’s a good idea to check your loan agreement or mortgage offer first, though, as some accounts have redemption fees that apply to them.

Generally speaking, if you make an overpayment of up to 10% of your account balance each year you won’t be charged.

We may ask you to provide evidence of the source of any funds you intend to use to make an overpayment.

Email us at [email protected] to find out more. You can always call us on 0207 036 2012 if you've any questions too.

Can I change my direct debit date?
You can change your direct debit payment date to any day within your current month of payment.

But you can’t change:
  • Within 10 working days of the next payment date
  • To the next month so you skip a month
  • Your first payment
Additional interest payments are charged to some accounts but we’ll let you know if this applies to your account before we make the change. Just email us at [email protected] to make a request.

If you're having difficulty making payments or are worried about making payments please call us on 0207 036 2012 so we can help you.

Why is my first payment higher than my normal monthly payment?
Your normal monthly payment includes interest and capital for the whole month, starting on the first day of the month.

The first payment also includes interest from the date you completed and the end of the month. The earlier in the month your mortgage or loan completes the larger the additional payment made, in addition to your normal monthly payment.

You can always call us on 0207 036 2012 if you've any questions.
What fees do you charge?
Our Tariff of Charges has all you need to know about our fees and charges. Give us a call on 0207 036 2012 if you've any questions.

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