Important Information i


Experiencing payment difficulties due to rising household costs and energy bills? Visit Cost of Living


Having difficulties making your mortgage payments? Read more on support we can offer on our Money Worries page.


We will continue to support customers who are struggling or think they may struggle with their mortgage payments, if you need our assistance please call our Customer Support team on 0344 257 0427, Monday to Friday, between 9am and 5.30pm.  If you can keep up with your mortgage payments, we would encourage you to do so, as changing your contract could lead to higher payments down the line.


We are currently reviewing newly published regulations which enables mortgage lenders to offer further support options to residential mortgage customers. We will update our customer teams and our website with further information as soon it becomes available.


Product Transfer

If you are approaching the end of your initial fixed or tracker rate mortgage with us, or you have already moved to a variable interest rate, known as reversion rate, (not an initial tracker product), one of the options your mortgage adviser may discuss with you is Product Transfer.

Before your initial fixed or tracker rate ends, we will send you a letter with details on how to switch using our Product Transfer service.

There are some eligibility requirements we need to check before we can consider your request. Your mortgage adviser will be able to discuss your personal situation and provide advice on the best option for you.

Eligibility requirements

  • Your current fixed or tracker rate is due to expire soon, or you are already on a variable rate (reversion rate)
  • You are not moving home or looking to increase your mortgage balance
  • You are not seeking to add or remove a party
  • You are up to date with your payments on your current mortgage, and you haven’t missed any payments in the last 3 months.

What to expect if you Product Transfer

1. We will notify you when it’s time

If you are currently on a variable rate, or your are coming to the end of your initial fixed or tracker rate, you will receive a letter from us that will explain your next steps.

2. Contact your mortgage adviser

Get in touch with your mortgage adviser early so they can help find the best option for you. They will provide advice based on your specific needs and circumstances. They will also be able to check if you are eligible to switch using a Product Transfer.

3. Apply to Product Transfer

If you meet our eligibility requirements, we will provide your mortgage adviser with a Product Transfer Illustration for you. This will detail how much the new rate will cost you. Your mortgage adviser will also have an application form that they will discuss with you. If you decide to proceed with the Product Transfer, your mortgage adviser will return your application form to us.

Frequently Asked Questions

A Product Transfer is when you move from your current fixed or tracker rate mortgage product to a new mortgage product with the same lender. This is usually when the initial rate term is coming to an end or has ended.

Product Transfer is generally a more simplified approval process by staying with us. This can save you time and reduced administrative processes when compared to moving to a different lender. You can potentially save money on fees such as valuation fees or solicitor fees. 

You will be able to choose between a 2-year and 5-year fixed rate product.

We can only accept a Product Transfer application once you have received advice from a qualified mortgage adviser.

Your mortgage adviser will advise if a Product Transfer is the best option for you. If they do, they will submit the Product Transfer Request Form to us, on your behalf. Once we have checked that your application meets our eligibility criteria, we will provide your mortgage adviser with a Product Transfer Illustration and an application form which they will go through with you. 

If you decide to proceed with a Product Transfer, your mortgage adviser will return your application form to us.  We will assess your application and if everything is in order, we will send you an Offer Letter and associated documents, including an Offer Acceptance Form. 

If you wish to proceed with a fixed rate with us, you should read the Offer Acceptance Form, sign and return it to us. 

You may be eligible for a Product Transfer subject to the following criteria being met:

  • You do not want to make any fundamental changes to your mortgage such as increasing your balance, moving home or adding / removing a party.
  • You are up to date with your payments and haven’t missed any payments in the last 3 months.
  • The Product Transfer will not take place until your current fixed or tracker rate period has come to an end.

If you meet the eligibility criteria, you will not be required to provide any supporting documentation other than a few simple forms which your mortgage adviser will assist you with.

Your mortgage payments are due on the 1st of each month. For any new interest rate and associated monthly payment to take effect on the 1st of the following month, we must receive your signed Offer Acceptance Form via your mortgage adviser no later than the 10th of the month. If it is received after the 10th of the month, the new interest rate will not be processed in time for the 1st of the following month. Your mortgage adviser will help ensure the correct forms are returned to us.

Illustrative Example:

Offer Acceptance received by date:

New Interest Rate effective date:

10th October 2023

1st November 2023

After 10th October 2023, but before 10th November 2023

1st December 2023

We will write to you to let you know how much your payments will be and on which date these will start.​

Please contact your mortgage adviser for any support related to the Product Transfer process. They will be able to talk you through the process.​

If you are struggling with your current mortgage payments, or think that you might struggle in the future you can find out more information on our

Money Worries page


If you need help to find a qualified mortgage adviser in your area, visit or telephone them on 0800 023 6868.