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You could lose your home if you don't keep up your mortgage repayments
Got a question? See if our common questions can answer it
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1. I’m struggling to keep up with my mortgage repayments, what can I do?
We understand the impact the rising cost of living is having on you, and we already have various options for our mortgage customers who need our help.
You can find out more about what you’ll need to be eligible for each option on our support pages.
Support for your Bank of Scotland mortgage
Support for your Halifax mortgage
You can read the full details of the Mortgage Charter on the government’s page.
2. Could my mortgage offer be withdrawn if changes are made to the mortgage range?
If you’ve completed your mortgage application with us and received a formal mortgage offer, any changes to our mortgage range will not currently affect the rate that you have applied for.
If you have applied for a mortgage but not yet received your offer, if we are able to make an offer we will honour the rate that you have applied for, subject to the application meeting lending criteria.
If you are an existing mortgage customer and have already arranged to switch to a new deal, any changes to our mortgage range will not affect your new deal taking effect as planned.
3. What can I do to secure a mortgage rate with you?
If you haven’t completed your mortgage application with us, to secure a mortgage rate you must complete a full mortgage application, either online or with a mortgage adviser.
If you already have a Halifax mortgage with us, you will need to complete an application for a new deal, either online or with a mortgage adviser.
If you already have a Bank of Scotland mortgage with us, you will need to complete an application with a mortgage adviser over the phone or in a branch.
If you’re in the last three months of your current deal, we’ll waive any Early Repayment Charges (ERC) as a thank you for staying with us. If your existing deal has more than three months left to run, you can still switch your deal, but the waiver would not apply, so you may have to pay an ERC.
Please note: An agreement in principle (AIP) is not a mortgage offer. Once you have completed an AIP, you will need to complete a full mortgage application with us to secure a rate from our current range.
4. I'm in the process of switching to a new deal - am I able to select a different deal instead if I’ve changed my mind?
If you already have a mortgage with us and have arranged to switch onto a new deal, you can cancel that application and select a different deal from our current range.
5. Will I get the same mortgage rates online as I would if I phone or visit a branch?
The rates we offer over the phone and in branch are the same as any rates that may be shown online.
6. Will I have to pay an Early Repayment Charge (ERC) to switch to a new deal?
If you already have a mortgage with us and are in the last three months of your current deal, we’ll waive all ERCs as a thank you for staying with us. If your existing deal has more than three months left to run, you can still switch your deal, but the waiver would not apply, so you may have to pay an ERC.
This waiver does not apply to other payments to your mortgage account which might trigger the payment of an ERC, such as a lump sum overpayment.
Read more on Halifax Early Repayment Charges if you already have a Halifax mortgage.
If you’re applying to move your mortgage to us from another lender, you will need to speak to your existing mortgage provider to discuss any ERCs.
7. Can I get more information about my existing mortgage or my application for a new mortgage?
If you already have a mortgage with us, you can login to Internet Banking to check details about your existing mortgage. To make any changes to your existing mortgage, or to see what options are available to you, please visit our existing customer page.
If you are a first time buyer, you’re moving home, or you’re moving your mortgage to us and your application is already in progress, you can find updates on your Customer Tracker. You will find the link for this in your email invitation, or you can email your Mortgage Adviser.
Still need to call us?
You can still call us over the phone. We're receiving a high number of calls at the moment so it will take us much longer than usual to answer your call.
Banking online
It's simple and safe to manage your mortgage in our app or on our website.