Existing Customers FAQs.

We can accept a scanned copy by email, or photocopies by post. Please ensure the sum insured, policy number, renewal date and property address or are visible. We will then be in touch to confirm the next steps.

By email:

• Personal customers: customercare@together.com

• Commercial customers: commercialcustomerexperience@togethermoney.com

By post: Together, Lakeside, Lake View, Cheadle, SK8 3GW.

An LPA receiver is appointed to take control of the property. They will:

• Arrange to collect any rental income to ensure essential payments are made.
• Make necessary repairs to the property if required.

Ultimately, they may look to sell the property to repay the outstanding mortgage.

They are appointed under the Law of Property Act and therefore no court action is required to appoint them to manage the property.

You need to speak to the LPA receiver. They should have been in touch with you when they were appointed.

For more information, please contact us.

• Personal customers: 0161 333 7403. Lines are open Monday to Friday, 9am to 5:30pm.

• Commercial customers: 0161 333 7415. Lines are open Monday to Friday 9am to 5:30pm.

Everyone's account history and circumstances are different, so please give us a call and we can go through the options available to you.

• Personal customers: 0161 333 7404. Lines are open Monday to Friday, 9am to 5:30pm.

• Commercial customers: 0161 333 7416. Lines are open Monday to Friday 9am to 5:30pm.

We recommend you attend the hearing in order to explain the circumstances that have led to your hearing, but it's not compulsory.

If you need financial support, there is free, independent financial advice available from the Money Advice Service, Shelter, Step Change Debt Charity and Citizens Advice.

If you have further questions about your court hearing, please call us:

• Personal customers: 0161 333 7404. Lines are open Monday to Friday, 9am to 5:30pm.

• Commercial customers: 0161 333 7416. Lines are open Monday to Friday 9am to 5:30pm.

Find out how we'll support you with your accessibility needs.

We’re here to help.

We know that, occasionally, things don't go according to plan and we may not meet your expectations. If this happens, please contact us and let us know using the following link. We'll listen to your concerns and do what we can to resolve them.

If a customer is ever due a refund from us, it's normal for us to let them know in writing. These letters are on headed paper and will explain why we owe you a refund. If you suspect a letter isn't genuine and want to double check, please give us a call.

• Personal customers: 0161 333 7403.

• Commercial customers: 0161 333 7415.

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

If you have missed payments on your account, you’re now able to manage how you make your repayments by following the link in the text message you’ve received (without having to give us a call). You can either make a payment online or, if you are having difficulties repaying, let us know via our online portal so we can help you set up a payment plan.

If you’ve received this text message and you’d rather speak to somebody on the phone, you can get in touch with us on:

Personal Finance: 0161 333 7403.

Personal Finance: 0161 333 7415.

Just have your account number to hand and we’ll be happy to help.

It’s easy really. Simply click on the link in the text message (or here) and log in. You’ll then be asked to fill in a brief description of your situation and complete an Income and Expenditure document. You can also connect to the portal with open banking so that the information can be updated directly and accurately from your bank account.

Once you’ve added your details, we will ask you to put a new payment proposal together. If it’s accepted, great, we will set up a new direct debit and you won’t need to speak to us. If the proposal is rejected, you’ll need to speak to us on 0330 828 3154 so that we can help you.

Our visual guide and FAQs will help you make sense of it.

It depends where the property is.

For properties located in England or Wales, we'll issue the discharge document electronically via the Land Registry Portal 28 days after account closure; it's then up to the Land Registry to process it within their normal timescales.

For properties in Scotland or Northern Ireland, your solicitor needs to send the relevant form of discharge to Together, Lake View, Lakeside, Cheadle, SK8 3GW for signature. The solicitor can send the relevant form to us anytime and we will complete it 28 days after account closure, then return it to your solicitor. It's your solicitor's job to send the completed form to the relevant registry to discharge the Standard Security.

Please call us to explain what you need and we'll happily assess your current circumstances to identify your options.

· Personal customers: 0161 333 7404.

· Commercial customers: 0161 333 7416.

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

We'll happily assess your current circumstances and the options that are available to you. Please give us a call, or we can call you back·

· Personal customers: 0161 333 7404.

· Commercial customers: 0161 333 7416.

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

Your mortgage is no longer in a fixed-rate period and your account is now on a standard variable rate (SVR). This means that your interest rate can increase or decrease to respond to changes in our funding costs. At the end of the set fixed-rate period, the interest rate will link to one of our variable interest rates.

1. Bank of England Base Rate − The Bank of England Base Rate is set by the Bank of England. When this rate increases or decreases, we will increase or decrease the interest we charge on our Bank of England-linked mortgages by the same amount. We will write to you within 14 days of the interest rate being changed.

2. Together Homeowner Managed Rate (THMR) plus product margin − THMR is a variable interest rate set by us. It may increase or decrease in certain circumstances as set out in your terms and conditions. One of the reasons is a change in our costs of funds, which is the money we obtain to lend to you. Included in your interest rate is a fixed percentage rate (as set out in your mortgage offer) called a product margin. This does not change during the life of your mortgage and is added to the THMR rate to reach the total interest rate that will apply to your mortgage. We will write to you at least 28 days before we make any changes to your interest rate. We will include information about what your interest rate is, what it will change to, and the resulting increase or decrease in your monthly payments.

Your mortgage offer will set out all the circumstances in which your interest rate may be varied and the current interest rate your mortgage will change to at the end of the fixed- rate period. The variable interest rate you change to may be higher or lower because our rates vary over time as set out above. We will write to you 120 and 45 days before the end of your fixed-rate period to confirm your interest rate and outline your options.

If your new interest rate and monthly payments are set to increase, you will need to consider whether you can still afford this and whether choosing a new product could be right for you. Or if you prefer the peace of mind that your payments are fixed, we can look at refinancing your agreement with one of our latest offers. We can discuss your options over the phone.

• Personal customers: 0161 933 7069. Lines are open Monday to Friday 9am – 5:30pm.

• Commercial customers: 0161 933 7165. Lines are open Monday to Friday 9am – 5.30pm.

No, there is a charge which will need to be paid as per your loan agreement.

Let's talk through your options

Until your property is sold, you need to continue making your monthly payments on time to ensure the smooth closure of your account. Please give us a call or email to let us know your plans.

• Personal customers:
0161 333 7404 (8.30am to 7pm, Monday to Friday)
collections@togethermoney.com

• Commercial customers:
0161 333 7415 (9am to 5.30pm, Monday to Friday)
commercialcustomercare@togethermoney.com

Yes, we offer a scheme called Assisted Voluntary Sale. This allows you to remain in the property while it's being sold. To discuss in more detail, please contact us.

• Personal customers: 0161 333 7403. Lines are open Monday to Friday, 9am to 5:30pm.

• Commercial customers: 0161 333 7415. Lines are open Monday to Friday 9am to 5:30pm.

If you don’t think you will be able to redeem your loan at the end of term, please contact us and we can tell you what your options are.

• Personal customers: 0161 333 7403. Lines are open Monday to Friday, 9am to 5:30pm.

• Commercial customers: 0161 333 7415. Lines are open Monday to Friday, 9am to 5:30pm.

We will need to discuss the options available to you.

Please give us a call:

• Personal customers: 0161 333 7403. Lines are open Monday to Friday, 9am to 5:30pm.

• Commercial customers: 0161 333 7415. Lines are open Monday to Friday 9am to 5:30pm.

A default notice or demand notice is a letter we send to inform you that you have missed two payments, or you are in breach of the terms of your agreement and payment is required. If you have received a default or demand notice, please give us a call to discuss it further:

• Personal customers: 0161 333 7403. Lines are open Monday to Friday, 9am to 5:30pm.

• Commercial customers: 0161 333 7415. Lines are open Monday to Friday 9am to 5:30pm.

Your Court Order confirms how much you need to pay each month, and how long you need to pay it for.

These details were discussed and agreed at your hearing. If you have further questions about your Court Order, please give us a call.

• Personal customers: 0161 333 7403. Lines are open Monday to Friday, 9am to 5:30pm.

• Commercial customers: 0161 333 7415. Lines are open Monday to Friday 9am to 5:30pm.

We'll only seek to repossess your property as a last resort. If we take possession of your property to recover the outstanding debt, we will:

• Provide you with reasonable time to collect all of your possessions.
• Sell the property to get the best possible price
• Use the money raised from selling your property to repay your mortgage or loan and any other borrowing secured against your property.
• Use the money from the sale to cover any costs and charges associated with managing a property in possession.
• Return any money left over to you.

There are fixed and ad hoc costs associated with managing a property that we've repossessed. The fixed charges are detailed on our Tariff of Charges; we can share details of the ad hoc charges on request. If you’ve been declared bankrupt, the procedure may be different.

For more information, please contact us:

• Personal customers: 0161 333 7403. Lines are open Monday to Friday, 9am to 5:30pm.

• Commercial customers: 0161 333 7415. Lines are open Monday to Friday 9am to 5:30pm.

Unfortunately, we don’t currently have webchat facilities for customer service queries. Please give us a call or send us a form with your query.

· Personal customers: 0161 333 7403.

· Commercial customers: 0161 333 7415.

We report to Equifax, Experian and Trans Union. Please visit their websites if you need more information.

Until 2015, we used several different names simultaneously, including Blemain Finance Ltd, Cheshire Mortgage Corporation, Lancashire Corporation, Auction Finance Ltd, Spot Finance Ltd and Bridging Finance Ltd. We decided to unify all of our business with a single brand name – Together – to make things easier for customers. We are the same company; we just have a different name.

Sometimes, the number you see when we get in touch with you might not match what you see on our website or other correspondence.

You may see numbers starting in 03 or 08 online, but 0161 when we ring or send you a letter. Don’t worry, this is just to help us continuously improve your experience on our website.

As an existing customer looking to refix, you can be sure that the rate that we offer you will never be higher than the rate we’ll offer new customers on the same product at the same time.

Get in touch with our team by calling us so we can discuss the best options for you.

Personal customers: 0161 933 7069.

Commercial customers: 0161 933 7165.

We're open Mon-Fri 9am-5:30pm.

If you contact us four weeks before your fixed term finishes, we’ll aim to make the switch seamlessly at the end of your current term. Your next monthly payment will then be on your new fixed rate, and not on the variable rate that it would’ve reverted to.

We offer 2 year and 5 year fixed terms. We also offer variable rates, if you aren't looking to fix.

If you prefer the peace of mind of knowing that your payments are fixed, we can look at refinancing your agreement with one of our latest offers. Our experts are on hand to discuss your options.

Personal customers: 0161 933 7069.

Commercial customers: 0161 933 7165.

We're open Mon-Fri 9am-5:30pm.

If the mortgage is secured against a different property, you can apply for another mortgage at any time.

If you’re wanting to secure against the same property, find out more or get in touch with our team to see how we can help:

Personal customers: 0161 933 7069.

Commercial customers: 0161 933 7165.

We're open Mon-Fri 9am-5:30pm.

We don’t currently offer the option to switch online, but it’s quick and easy to speak to one of our experts. Please give us a call:

Personal customers: 0161 933 7069.

Commercial customers: 0161 933 7165.

We're open Mon-Fri 9am-5:30pm.

Our secure online system is available 24/7.

We share information with credit referencing agencies, and any missed payments on your account may show as in arrears on your credit file. This may affect your credit rating.

Let us know and we’ll find a way forward, together.

You can make a payment online through our secure online portal, 24 hours a day. Whilst most payments will reach us on the same day, some can take several working days to clear before they are credited to your account. So, you may want to make your payment before the due date, to give it time to clear so your payment isn't late.

Just to make you aware, paying by credit card may be expensive and cost you more in the long run. This depends on the rates your card provider charges.

Please have the following documents to hand when paying online:

• Your mortgage account details, which can be found on your statement or letters.

• Your card details.

Make an online payment

Making an overpayment?

No problem, this will help reduce your balance and reduce the amount of interest you will pay over your loan. However, paying online is designed for paying arrears and missed payments.

If you have no outstanding arrears, fees or charges, please call our customer service team to discuss how you can make your overpayment to us. They will explain how you can make the payment and how your loan will change.

• Personal customers: 0161 333 7403. Lines are open Monday to Friday 9am-5:30pm.

• Commercial customers: 0161 333 7415. Lines are open Monday to Friday 9am to 5:30pm

Our automated payment system is available 24 hours a day. To use this service, please have the following documents to hand when paying over the phone:

• Your mortgage account details, which can be found on your statement or letters.
• Your card details.

If you don't have these details to hand, or if you're having any difficulties with the automated payment system, you can get some help by speaking to our friendly team:

• If you’re a personal finance customer, please call 0161 333 7403 and we’ll be able to take your payment over the phone.
Lines are open Monday to Friday, 9am to 5.30pm.

• If you’re a commercial finance customer, please call 0161 333 7415 so we can find the best payment option for you.
Lines are open Monday to Friday 9am to 5.30pm.

Whilst most payments will reach us on the same day, some can take several working days to clear before they are credited to your account. So, you may want to make your payment before the due date, to give it time to clear so your payment isn't late.

This is the quickest and easiest way to make repayments as we arrange for direct payment from your bank to us. If this sounds like something you would like to set up, please call us and one of our team will happily take care of this for you.

If you already have an existing Direct Debit and want to make an amendments or if you want to set one up, you just need to give us ring on:

• Personal customers: 0161 333 7403. Lines are open Monday to Friday, 9am to 5:30pm.
• Commercial customers: 0161 333 7415. Lines are open Monday to Friday, 9am to 5:30pm.

New Direct Debit instructions take 10 working days to set up, from the date we receive them.

If you have a payment due in the meantime, you'll need to make a manual payment (by card, for instance) to ensure you don’t fall behind or incur any charges. We'll use your Direct Debit to collect your regular payment starting the following month.

Please call us to obtain the necessary bank details before making arrangements with your bank or building society.

• Personal customers: 0161 333 7403. Lines are open Monday to Friday, 9am to 5:30pm.
• Commercial customers: 0161 333 7415. Lines are open Monday to Friday 9am to 5:30pm.

We will manage your account to ensure we cancel the Direct Debit once the final payment is made and your balance is clear.

Even though the letter suggests the payments will be taken indefinitely, they won't be, so please don't cancel your Direct Debit as this would cause problems with us receiving your payments. If you have any queries about your Direct Debit payments please give us a call and we’ll happily talk it through.

If you have missed payments on your account, you’re now able to manage how you make your repayments by following the link in the text message you’ve received (without having to give us a call). You can either make a payment online or, if you are having difficulties repaying, let us know via our online portal so we can help you set up a payment plan.

If you’ve received this text message and you’d rather speak to somebody on the phone, you can get in touch with us on:

Personal Finance: 0161 333 7403.

Personal Finance: 0161 333 7415.

Just have your account number to hand and we’ll be happy to help.

It’s easy really. Simply click on the link in the text message (or here) and log in. You’ll then be asked to fill in a brief description of your situation and complete an Income and Expenditure document. You can also connect to the portal with open banking so that the information can be updated directly and accurately from your bank account.

Once you’ve added your details, we will ask you to put a new payment proposal together. If it’s accepted, great, we will set up a new direct debit and you won’t need to speak to us. If the proposal is rejected, you’ll need to speak to us on 0330 828 3154 so that we can help you.

We may be able to vary your monthly payments if you're struggling to make them each month.

Please call us to discuss your options and the impact this would have on your account with us:

• Personal customers: 0161 333 7403. Lines are open Monday to Friday, 9am to 5:30pm.

• Commercial customers: 0161 333 7415. Lines are open Monday to Friday 9am to 5:30pm.

The due date of your payments will be explained in your agreement. The date will fall between the 1st and 28th of the month or the last working day of the month. If your payment falls on a weekend or bank holiday, the payment will be taken the next working day.

Yes, we can move your payment date (forwards or backwards) between 1st and 28th of each month. Depending on the date you choose, if you move your payment date, you may incur additional interest or you may need to make an additional payment. Please give us a call so we can go through your options in more detail.

Update when and how you make a payment.

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: 0161 333 7403.

· Commercial customers: 0161 333 7415.

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

We can only make Direct Debit arrangements with the bank account holder, even if you are both named on your agreement with us. Please ask the bank account holder to call us.

• Personal customers: 0161 333 7403. Lines are open Monday to Friday, 9am to 5:30pm.

• Commercial customers: 0161 333 7415. Lines are open Monday to Friday 9am to 5:30pm.

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: 0161 333 7403.

· Commercial customers: 0161 333 7415.

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

A default notice or demand notice is a letter we send to inform you that you have missed two payments, or you are in breach of the terms of your agreement and payment is required. If you have received a default or demand notice, please give us a call to discuss it further:

• Personal customers: 0161 333 7403. Lines are open Monday to Friday, 9am to 5:30pm.

• Commercial customers: 0161 333 7415. Lines are open Monday to Friday 9am to 5:30pm.

If the interest we're applying to your account is more than you're paying each month, your balance will be increasing and will leave you with an outstanding balance that's due at the end of your term.

You need to increase your monthly payments to ensure you repay your loan by the time it ends. Please call so we can review your account, confirm how much interest is accruing, and discuss the options available.

• Personal customers: 0161 333 7403.

• Commercial customers: 0161 333 7415.

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

We understand that making additional payments to reduce your balance isn't always possible. If your circumstances improve and you can increase your payments before to end of your loan, we'd recommend you do so to reduce the amount of interest you have to pay.

If you can't increase your payments, meaning there'll be a balance outstanding when the term of your loan ends, please call us to discuss your options:

• Personal customers: 0161 333 7403. Lines are open Monday to Friday, 9am to 5:30pm.

• Commercial customers: 0161 333 7415. Lines are open Monday to Friday 9am to 5:30pm.

If you're behind with your payments, we'll write to you to confirm the amount that needs to be paid. If you want to check how much you're currently in arrears, we can confirm this over the phone:

• Personal customers: 0161 333 7403. Lines are open Monday to Friday, 9am to 5:30pm.

• Commercial customers: 0161 333 7415. Lines are open Monday to Friday 9am to 5:30pm.

When we set up your mortgage, we may have to set up several Direct Debit instructions for payments of different amounts that are due throughout the life of your loan. This ensures we take the correct payments at the correct time.

Please don't cancel any instructions as this could cause problems with us receiving your payment.

To reflect the current cost of managing your mortgage account, we’ve reviewed our charges and some have been amended or removed.

Updated or removed charges that are relevant to your mortgage or loan will apply to your account from the 4th October. You’ll receive the detail of the changes from Together in an email or letter, or you can find the updated tariff here.

We’ve started to explore different ways of getting in touch with our customers, and emails are often the preferred method of communication as well as being better for the environment.

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: 0161 333 7403.

• Commercial customers: 0161 333 7415.

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

As part of the review of our tariff of charges, we wanted to make sure you were aware of the changes.

We review our Tariff of Charges periodically to make sure they're a fair reflection of the work involved with managing your account. Sometimes this results in changes. We’ll provide an updated copy of our Tariff of Charges whenever we amend it. You can download a copy of the current Tariff of Charges.

No. If we write to you with an updated Tariff of Charges, this letter is for information purposes only and there is no charge for the letter.

Some loan agreements include an Early Repayment Charge, which applies when you repay your mortgage 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: 0161 333 7403.

• Commercial customers: 0161 333 7415.

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

No, the letter is not a demand for payment. However, you may be charged additional interest at your normal rate if you delay making payment.

If you're a Personal customer, we charge interest on fees/charges if they're not paid within 28 days. If you're a Commercial customer, we start charging interest immediately.

This balance will continue to attract interest each month until it's paid. This means the longer you leave it, the more it will cost you.

You can make payment in a lump sum, or you can increase your monthly payments within what you can afford, until the charges are cleared. If you do nothing, the charges will attract interest each month, and you may be left with a balance to pay at the end of your term. We want to avoid this, so urge you to be proactive about making payment.

If you would like to discuss your payment options, please call us on:

• Personal customers: 0161 333 7403. Lines are open Monday to Friday, 9am to 5:30pm.

• Commercial customers: 0161 333 7415. Lines are open Monday to Friday 9am to 5:30pm.