Your Annual Statement explained

The answers you need.

I'm a personal customer

We've created a visual guide to help you understand the information provided on your Annual Statement.

Please click here to view the guide on your screen.

If you're still stuck, give us a call and we'll talk it through with you, 0333 455 3686. Lines are open Monday to Friday 9am-5:30pm.

We've also answered some common questions below.

I'm a commercial customer

If you have any questions about your annual statement, please give us a call on 0330 057 9275. Lines are open Monday to Friday 9am to 5:30pm.

We've also answered some common questions below.

I want to request an annual statement

We send your annual statement every year shortly after the anniversary date of when you opened your account with us. If you need a copy of your most recent annual statement, please click the link to request one.

Frequently Asked Questions 
1. Why is my balance higher than I expected?

This can happen if any of the following apply:

· Your account is (or has been) in arrears.

·You've made payments late.

· Charges have been added to your account.

These reasons will all cause your balance to increase. We also charge interest on these extra amounts. These weren't factored in when we calculated your payments, so you'll need to make additional payments to clear them if you want your mortgage to be repaid on time.

If you don't, you'll have a balance remaining at the end of term

If you're unclear about why your balance is higher than you expected, please call us and we'll shed some light on the situation.

· Personal customers: 0333 455 3686.
· Commercial customers: 0371 705 1309.

Lines are open 9am to 5.30pm, Monday to Friday.

2. Can I make regular overpayments to repay early or make a lump sum payment towards my balance?

This will depend on the agreement you have. Please call us if you want to make a lump sum payment or regular overpayments, so we can explain how it will impact your account.

· Personal customers: 0333 455 3686.
· Commercial customers: 0371 705 1309.

Lines are open 9am to 5.30pm, Monday to Friday.

3. Will I be charged if I repay my mortgage early?

Some loan agreements include an Early Repayment Charge, which applies when you repay your loan in full before the end of its term.

Your loan agreement will tell you if an Early Repayment Charge applies to your mortgage, and if so, when it's applied. If you don't have a copy to hand, please call us and we can confirm over the phone.

· Personal customers: 0333 455 3686.
· Commercial customers: 0371 705 1309.

Lines are open 9am to 5.30pm, Monday to Friday.

4. Why does my statement show charges relating to buildings insurance?

It is a condition of your mortgage that your property has adequate Buildings Insurance. If you haven't provided us with evidence that you have your own cover, we may arrange insurance on our own policy.

If this is the case, we’ll pass this cost on to you. Please note, our policy only protects our interest in the property and doesn’t provide you with any insurance protection.

We'll have written to you before applying this charge to your account, to give you an opportunity to make your own insurance arrangements.

If you have any questions, please give us a call:

· Personal customers: 0333 455 3686.
· Commercial customers: 0371 705 1309.

Lines are open 9am to 5.30pm, Monday to Friday.

Build: 1.3.7.28519