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Communication | Mortgages

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Communicating with you

We recognise that it is important that we keep you advised of changes.

We shall keep you informed of changes in:

• the terms and conditions which apply to your loan
• the interest rates which apply to your loan
• increases in any of the charges which appear in our Service Charges leaflet

We will give you reasonable notice of these changes. The exact amount of notice will depend upon the type of change and the circumstances surrounding the change.

We will notify you of these changes in at least one of the following ways:

• by writing to you
• by newspaper advertisement
• by displaying posters and leaflets in our branches

If there have been significant changes in any one year to the terms and conditions which apply to your loan then we will give or send you a copy of the new terms and conditions or a summary of all the changes.

Communicating with us

Please let us know if you think that there are errors on your annual mortgage and insurance statement.

Our staff will also be happy to explain any queries which you may have about your statement.

Please contact your local branch or Head Office as soon as possible if you have financial difficulties. If you discuss your situation with us we may be able to develop a plan with you for dealing with your financial difficulties.

Please also tell your branch or our Mortgage Department at Head Office about anything which you feel is important. This might be about your loan in particular or any of our products or terms and conditions in general.

Do please tell us if you are not happy about some aspect of your loan or our service. We cannot deal with problems or shortcomings if we do not know about them.