Notices

Important changes to our mortgage products - Find out more.

Mortgage products - On Thursday 26 March 2026, we've relaunched our Owner Occupier and Buy to Let fixed rate products, and reintroduced more 5-year fixed rates back on sale, with options available for new and existing customers.
Managed Mortgage Rates - Please note that our Managed Mortgage Rates are not changing at this time.
Annual General Meeting 2026. Find out more

We're pleased to let you know that voting for the AGM is now open. If you've opted for a postal pack you should receive this by 1 April.
IMPORTANT: The last day of the 2025 / 2026 tax year is Sunday 5 April.
Our online and postal ISA applications for this tax year will close from 5pm on Friday 27 March until the morning of Tuesday 7 April. Find out full details and timings for opening and funding ISAs with us within the current tax year.
Savings customers - we have increased the interest rates on selected Fixed Rate Bonds and Fixed Rate ISAs. Find out more

The interest rates on our 1 and 2 Year Fixed Rate Bond and Fixed Rate ISA products have increased from 25 March 2026.

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

Your name*

Your email* (We will only be able to email you if you have previously consented and provided us with your email address)

Your postcode* (If you are an Expat mortgage borrower please provide us the property postcode)

Contact telephone number

Your account number

Type of enquiry

What is your Savings enquiry regarding?

What is your Mortgage enquiry regarding?

What is your general enquiry regarding?

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

What is your query related to?

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.

If you require a statement for your savings please confirm your savings account number and date range required. Please let us know if you would like to receive this via email or by post.

ISA Transfers

If you need help with transferring your ISA, our ISA transfers page may be able to help you with your query, or you call our Family Service Team on 03330 140144.

Savings application pack request

Please specify the savings product you require and how much you estimate you will save in total. Please also confirm your full address. We will arrange for the savings pack to be posted to you within three to five working days.

Mortgages - Direct Debit

What is your Direct Debit query related to?

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.

If you want to change your Direct Debit date please confirm your requirements below. Please ensure you have supplied us with your mortgage account number. We will arrange for this change to be actioned within three to five working days and will confirm by email once this has been completed. Please note, any changes made within 10 working days of your current payment date won't start until the next month.

If you want to make an overpayment on your Direct Debit amount please confirm your requirements below. Please ensure you have supplied us with your mortgage account number. We will arrange for this change to be actioned within three to five working days and will confirm by email once this has been completed. Please note, 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.

The date you wish to repay your mortgage (DD/MM/YYYY). Please note, this must be five days from today's date.

Where are you getting the funds to repay your mortgage?

How would you like the redemption statement sent to you? (We will only be able to email this to you if you have previously consented and provided us with your email address)

Mortgages - Product Switch Request

What is your mortgage product switch query related to?

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

What is the statement/interest query related to?

Would you like a copy of your annual statement or list of transactions?

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:

I am happy to receive this figure by email

I am happy for a charge to be added to my mortgage account for an interest certificate

Please confirm:

I am happy to receive this figure by email

I am happy for a charge to be added to my mortgage account for a list of mortgage account transactions

Your enquiry*

Your feedback*

Your online query

Duplicate mortgage statement request

Mortgage account transactions request

Interest statement request

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.

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Savings & Mortgages FAQs

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

FAQs