We’ve put all the frequently asked questions and resources that you might find helpful on this page. We’ll keep updating it too, so you’ll always have the most up to date information right here.
Frequently asked questions
Our TBDMs are available for you on firstname.lastname@example.org or 0333 399 0055, Monday to Friday from 9am to 5pm.
Helping us to help our customers
We’re also asking you to help us. Our telephone lines are extremely busy during this difficult time so if you can email us on email@example.com we would really appreciate it. Please also see if we’ve already answered your question below to save you time contacting us.
We made the decision to temporarily remove all our mortgages from sale on 31st March 2020 and we reintroduced a range of product transfer options for existing customers on 9th April 2020. Government guidelines are saying buyers and sellers, where possible, should delay their moving plans while measures are in place as a result of COVID-19.
We don’t believe that products should be on sale where there is not a reasonable chance of completing, and so we are regretfully making the decision to not reintroduce purchase and first-time buyer products until the wider context changes for the better.
We will keep assessing the market to ensure we can relaunch products for new customers when the time is right. We’ll continue posting updates here, so keep your eyes peeled for more information.
If we can get an automated valuation for your customer’s property, we may be able to progress their application. If a physical valuation is needed then we can’t progress their application at the moment.
Your customer can leave it with us if they like, until we can physically value the property, or they can cancel their application.
We’ll continue to progress these applications where we can. However, some services have been suspended by the Land Registries in Scotland and Northern Ireland which means we may not be able to complete cases in these regions, with the exception of ‘emergency’ completions that meet the guidance from the presiding Law Society.
If we’ve made your customer an offer, we’ll proceed, where possible, if government restrictions around COVID-19 allow us.
We will consider accepting customers on a payment holiday for Product Transfers, subject to status and assessment of their application.
Our Mortgage Processing team is currently only contactable via email. If you’ve got a query about an existing application, you can contact them on firstname.lastname@example.org Monday to Friday, from 9am to 5pm.