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Help & support

Mortgage help & support

Need some help with your mortgage or a new mortgage application? Our help pages will guide you through what you need to know.

Help & support for your mortgage

The mortgage application process

Look into the steps you’ll go through for a new mortgage, from submitting your application to receiving your mortgage offer.

Important mortgage information

Some key information on our mortgages and how they work – this includes details on making overpayments and Early Repayment Charges.

Our lending criteria

Find out about what information we need from you for a mortgage application. You can also read our Income & Expenditure help.

Mortgage valuations

A handy guide to what valuations are, the different options available and how much they cost.

Fees, charges and other costs

Before you apply for a mortgage, it’s useful to know what costs are involved and what fees you may need to pay.

Your mortgage payments

How we can help if you’re having any difficulty paying your mortgage.

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More information

Our mortgage calculators
Check how much you might be able to borrow and what the potential repayments could be on a new mortgage.

Online mortgage applications
When applying for a mortgage online with us, you won’t receive advice on your application. Find out what this means with our guide.

Verifying your identity
Find out what documents you’ll need to supply to verify your identity for a mortgage application with us.

Mortgage rules
The purposes for which the mortgage loan may be used and the form of security we require.

Get in touch

Visit a branch or agency

Enter a town, city or postcode to find your nearest branch.

Call us

  • 8am - 8pm: Mon to Fri
  • 9am - 1pm: Sat
0345 1200 100*

Online security
Report an online security issue using our form


Report a lost/stolen card

Call our helpline 24 hours a day, 7 days a week

0345 9 10 11 12*

Alternatively you can visit your local branch or report it online