Struggling Financially

With the rising cost of living, it's understandable that more people are feeling the pressure. If you're worried or finding it difficult to keep up with payments, we're here to support you.

You'll find information for mortgages and savings customers below, keep scrolling to find the right section for you.

Mortgage customers

We understand it can be hard to ask for help if you are struggling to pay your mortgage, but our friendly and experienced team are here to help you discuss your options. If you’re finding it hard to meet your mortgage payments, please let us know as soon as possible.

We will take the time to understand your situation and talk you through the options available to you. Some solutions may depend on your circumstances and affordability, but together we’ll work towards an approach that feels right for you.

Reaching out to us won’t affect your credit rating, and it won’t appear on your credit file – we simply want to help you feel more in control. If you don’t reach out and your account falls into arrears, your credit file will be impacted.

Depending on your circumstances support may include:

Changing your payment due date
Setting up a monthly payment plan to clear any arrears over a period of time
A temporary reduction in your monthly payments
Extending the term of your mortgage to reduce your payments for capital & interest mortgages
Temporarily switching to interest only payments
Adding the arrears to your total mortgage balance – known as capitalisation

If you are currently on a Standard Variable Rate (SVR) which is not affordable it might also be worth reviewing whether a different product could work better for you to avoid your account falling into arrears and being charged additional arrears interest. If you don’t have a financial adviser you can find one at unbiased.co.uk.

If you want to get in touch with our mortgages team, you can phone us on 0800 138 9129 or email us.

If you need further help or guidance, scroll down to find links to organisations that offer free debt advice and support.

Savings customers

If you need to withdraw your savings before the maturity date then we have various exit fees which will depend on the product you have with us.

For access to your ISA before the end of the fixed-rate period, an exit fee will be charged. You can transfer all of your account or make a withdrawal at any time by writing to us with full details of the request. The minimum withdrawal you can make is the full balance in the Fixed Rate Cash ISA. It may take up to 15 working days following your request for a transfer or up to 30 calendar days following your request for a withdrawal.

You can find out more about how to close your ISA before the maturity date here.

If you want to get in touch with our savings team, you can phone us on 0800 028 3746 or email us.

If you need further help or guidance, scroll down to find links to organisations that offer free debt advice and support.

Looking for additional support?

National Debtline

National Debtline is a debt advice charity run by the Money Advice Trust, that offer free and confidential debt advice for people in England, Wales and Scotland.