Intermediaries
Customers

MONEY WORRIES?
WE CAN HELP YOU

Don't face the struggle alone

If you're having trouble paying your mortgage, talk to us. We're here to offer friendly support and guidance, and to do our best to help, whatever your worry. The most important thing to do is to seek help as soon as possible. 

We have a range of options available to support customers. Options available to customers who are experiencing or are at risk of experiencing financial difficulties include payment arrangements, interest-only payments, changing your mortgage term, and capitalisation of arrears.

Availability of these options is based on individual circumstances. It’s important that you get in touch with us as soon as you can. The quicker you speak to us, the sooner we can assist you.

Please call our Customer Support team on 0344 257 0427. They are available Monday to Friday between 9am and 5.30pm.

Contact Us

If you've missed a payment

The most important thing to do if you've already missed a payment is contact our Customer Support team as soon as possible. They'll help you understand your options based on your circumstances and what you can afford to pay.

Where can I find more information?

There are a number of free and independent sources you can refer to for advice, including:

MoneyHelper

Get free impartial advice from 

moneyhelper.org.uk

Call: 0800 138 7777 

Money Advice Scotland

If you live in Scotland, to speak to an adviser via webchat visit:

Money Advice

Alternatively, you can email: webchat@moneyadvicescotland.org.uk or call: 0141 572 0237

There are also a number of other free debt advice agencies that you can contact: 

Step Change

Call: 0800 138 1111 (Monday to Friday, 8am to 8pm, Saturday 8am to 4pm)

National Debit Line

Call: 0808 808 4000 (Monday to Friday 9am to 8pm)

Citizens Advice

Adviceline (England): 03444 111 444
Adviceline (Wales): 03444 772 020
Textphone: 18001 03444 111 445
(Monday to Friday 9am to 5pm)

The FCA

Self Employed Customers

If you are self employed, there is some information on the Money Advice Trust’s website, that you might find useful. Money Advice Trust have an Online Budget Tool that can assist you with putting a budget together and help you understand what your debt solutions could be.

Buy To Let Customers

If you have a Buy To Let mortgage with us, there is some information on the Money Advice Trust’s website, that you might find useful. Money Advice Trust have an Online Budget Tool that can assist you with putting a budget together and help you understand what your debt solutions could be.

Call: 0800 197 6026 (Monday to Friday 9am to 8pm)

Credit Reference Agencies

The three main Credit Reference agencies, as detailed below, all have various pages on their websites around general help and advice and also “understanding your credit score”.

Equifax

Equifax.co.uk

(Member Centre) 0800 014 2955
(Monday to Friday 9am to 5pm)

Experian

Experian.co.uk
Call: 0800 013 8888 (Monday to Friday 8.30am to 4.30pm)

TransUnion

Transunion.co.uk
Call: 0330 024 7574

(PS – please be advised that some of the services provided by these companies may involve you paying a fee or charge)

Miscellaneous

For advice on general financial matters (including state pension information, disability and ill health benefits, grants, money and tax etc) the UK Government’s own website might be useful: gov.uk

For anyone experiencing a mental health problem, MIND provides a wide range of advice and support – including a section on ‘money and mental health’ mind.org.uk

Call: 0300 123 3393 (Monday to Friday 9am to 6pm (except Bank holidays).

TML has no control over the content of any linked website or any link contained in a third party website and is not responsible for these websites, or their content or availability.