Finding the right support for you
You can find a variety of frequently asked questions in our help centre. Alternatively, you may be able to find what you’re looking for below.
Helping members in financial difficulty
If you're having difficulties making mortgage payments, there are a number of ways we can support you.
What support is available?
Visit our worried about your finances page if you're having difficulties making payments. You'll find more information on budgeting, details on what support we can provide and a list of organisations you can contact for free debt advice.
We currently have some special measures in place, providing extra support should you need it:
- We won't charge any arrears fees until the end of 2021.
- If you're looking to move house and have already exchanged contracts, you can ask for a mortgage offer extension of three months. This will make your offer valid for nine months. If your offer is due to expire within the next month, please call your mortgage broker or our Lending Service Desk on 03458 48 00 61.
Stamp duty holiday end
Following the temporary stamp duty holiday, the government has lowered the stamp duty land tax threshold to £250,000. This new threshold will remain in place until 30 September 2021 in England and Northern Ireland. Any purchases completed from 1 October onwards will then be subject to a stamp duty threshold of £125,000. Please bear this in mind if you're considering buying a new property.
To qualify for the current reduced threshold, you need to complete your purchase by 30 September 2021.
If you’re a first time buyer you won’t pay stamp duty on the first £300,000 of your main residential property, even after 1 October.
Accessing your savings in branch
All our branches are open. To help us keep you and our branch colleagues safe, please think about whether your visit is really necessary. As a branch may need to close at short notice, make sure to check our branch update page before you travel.
Our branch teams have been busy helping members remotely where they can. So why not give them a call to see how they could help before you pop in? We also have a savings comparison tool which helps you compare all our accounts. You can use this to choose the best one for you, from the safety of your own home.
Accessing your savings from home
Depending on the type of account you have, there are a few ways you can access your savings from home:
- With an online-only account you can move funds to your nominated account online.
- If you're registered for online access, or have a branch or postal account, you can request a withdrawal by faster payment by calling our Contact Centre on 03450 50 50 75.