Notices

  • Savings customers - interest rates on many of our variable rate savings products will be decreasing from 29 January. We have emailed or written to you to let you know of how these interest rate decreases affect you. See our variable savings rate changes

  • UK Landlords - The Renters’ Rights Bill, introduced in September 2024, received Royal Assent on 27 October 2025 and is now law as the Renters’ Rights Act. Read more about what to expect.

  • Savings: Interest rates for Windfall Bond will decrease by 0.25% from 1 January 2026. We will write to all customers individually to confirm the new rates.

    Mortgages: Tracker mortgages will change on 25 January 2026 and we will write to customers individually with revised payment details where the new rate exceeds the minimum rate (or ‘floor’) already applying to their mortgage.

  • Our Market Tracker Cash ISA (2) paying 4.03% AER is now back on sale. Find out more

Online enquiry form

We're happy to help with any enquiries or support with your accounts.

 

Online enquiry form

Complete our online form and a member of our Family Service Team will be in touch. We aim to respond to your enquiry usually within three working days, but no longer than five working days.

We can respond to you via email for non-sensitive information. For account specific details we'll use our Secure Messaging Portal powered by Mimecast (a leading global provider of secure email cloud services).

Please note: 

  • We are unable to accept withdrawal requests via this enquiry form. Please refer to your account withdrawal terms stated in the product terms and conditions.
  • If you need to send us documents that are required to support an application you can do so via our Secure Document Upload form.

You can find answers to some of our commonly asked questions on our savings and mortgage FAQ page.

Opening hours:
Monday to Friday: 9am - 5.30pm.
Excluding Bank Holidays.

* Indicates required information

Online Service

 

If you need help with our Online Service, please visit our Online Service account management page or call our dedicated Online Banking Team on 03300 243406.

Complaints

 

If you would like to make a formal complaint, please visit our Complaints page and complete the enquiry form available.

 

Withdrawals

 

Please note: We are unable to accept withdrawal, transfer or closure requests via this enquiry form. Depending on the terms of your account, you can undertake these requests using our Online Service, by calling us on 03330 140144, by post or visiting our Epsom branch.

Statements & Interest Certificate

 

If you require an interest certificate for your savings please complete our savings interest certificate form and we will arrange for this to be sent out to you.

Savings application pack request

 

Mortgages - Direct Debit

 

If you want to change your Direct Debit details please complete our direct debit mandate form and we will arrange this for you. Please note we will need five working days following receipt of this form to change the details. Any changes made within 10 working days of your current payment date won't start until the next month.

Mortgages - Redemption Request

 

To request a mortgage redemption statement please provide us with the following information and press submit. Please also ensure you have provided us with your mortgage account number.

Mortgages - Product Switch Request

 

If you wish to switch your mortgage you can do this online, by completing our mortgage product offer request form.

If you have a question or require more information about switching your mortgage, please confirm below and one of our Family Service Team will get back to you.

Mortgages - Statements / Interest

 

If you need a copy of your annual mortgage statement you can download this from our Online Service.

If you're registered for the Online Service, simply log in and select ‘Statements’ from the ‘Mortgage account summary’ page. 

If you are not registered for the Online Service we are happy to email you a duplicate mortgage statement free of charge. Please state the year you require below and ensure you have supplied us with your mortgage account number. 

We will arrange for this to be posted to you within three to five working days.

If you require a list of mortgage account transactions please state the date range below and ensure you have supplied us with your mortgage account number.

Please tick the boxes below to confirm that you are happy to receive this information by email and to pay the mortgage charge that will be incurred. A mortgage charge will added to your mortgage account, you'll pay interest on it at the same rate as the rest of your borrowing. You can find a breakdown of our mortgage charges on our website.

We will arrange for this to be sent to you within three to five working days.

Please ensure you have supplied us with your mortgage account number.

Please tick the boxes below to confirm you are happy to receive this interest figure by email and to pay the mortgage charge that will be incurred. A mortgage charge will added to your mortgage account, you'll pay interest on it at the same rate as the rest of your borrowing. You can find a breakdown of our mortgage charges on our website.

We will arrange for this to be sent to you within three to five working days.

Please confirm:

Please confirm:

We use and retain details about you to respond to your enquiries, for research or analysis, and to check for mortgage eligibility. To find out more, you can read our privacy policy.

Request a callback

If you would like us to call you back at a time that is convenient to you, just complete our simple callback form.

Ask us to call you back

Savings & Mortgages FAQs

Find answers to some of our commonly asked savings and mortgage questions.

FAQs