Existing Customer FAQs.

Your questions, answered.

Account Management

I want to make a general account enquiry

Fill out our enquiry form and we will be in touch.

Get in touch

My circumstances have changed and I need help

We're here to support you through challenging times.

Check my options

How do I update my contact, name, personal or address details?

We can often update your details over the phone.

· Personal customers: 0333 920 8470.

· Commercial customers: 0333 363 7424.

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

If you have changed your name, please fill in this form and send it to us (along with the supporting evidence, outlined in Section 2 of the form) at Together, Lake View, Lakeside, Cheadle, SK8 3GW. Once verified, future communication will be sent in your new name.

Managing a third party's account?

Here we've outlined the options to help you determine what might be most suitable option, with links to support and advice.

Find out more

Can I arrange for someone to call up and discuss my account on my behalf?

While you're on the phone to us, you can give immediate verbal authority for someone to discuss your account, which is valid only on that working day. Please call us to confirm the details.

If you want them to be able to discuss the account permanently, please fill in this form, and send it to us at Together, Lake View, Lakeside, Cheadle, SK8 3GW.

If you prefer, you can also send them by email:

• Personal customers: customercare@together.com

• Commercial customers: commercialcustomercare@togethermoney.com

Once verified, we can discuss the account with your nominated person.

I want to know what I owe

Quickly check your balance or get a settlement figure.

Find out how

I want to change my payment details

Update when and how you make a payment.

Find out how

I want to amend my Direct Debit, but it’s not my bank account. What are my options?

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: 0330 127 5893. Lines are open Monday to Friday, 9am to 5:30pm.

• Commercial customers 0330 127 6987. Lines are open Monday to Friday 9am to 5:30pm.

Can I change my payment date?

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.

Can I view my account or statement online?

No, we don’t currently have an online system for you to access your account information.

How do I see all transactions on my account?

We can provide a copy of your annual statement or a statement of your account at any time. Submit your request online or give us a call.

· Personal customers: 0333 920 8470.

· Commercial customers: 0333 363 7424.

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

Why do I have more than one Direct Debit instruction?

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.

I’ve had a text about arranging a payment plan through an online portal

If you have missed payments on your account and we’ve sent you a text, you can now view the payments due and manage how you repay the amounts by setting up a payment plan. All you need to do is follow the link in the text we sent you (without having to give us a call). We’ll ask you for some information about your personal and financial situation which will help us find the best possible solution for you. If you want to make a payment, you can do this here.

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 0161 333 7404, we’re open 9am to 5.30pm and we’ll be happy to help.

Why does my Direct Debit say 'until further notice' when I know the date my payments are due to end? Should I cancel it?

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.

How do I remove someone from my Together account?

Please call us to explain the situation and we will take you through what options are available to you.

· Personal customers: 0333 363 8381.

· Commercial customers: 0371 454 2433.

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

When should I review my mortgage account?

If your mortgage account is on a variable rate, it’s a good idea to review it on a regular basis to see if there’s a better deal for you; you may find it beneficial to seek independent financial advice when doing this.

We’re always happy to help, so if you have any questions about this, please call us on 0161 933 7113. Alternatively, you may also want to seek advice from an independent mortgage adviser. Some mortgage advisers will charge for advice like this, but others will do it for free. You can find a list of regulated mortgage advice services, and information about how to find and choose a mortgage adviser, by visiting the Money Advice Service.

General Enquiries

I have accessibility needs or a disability and need some extra support

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

See how we can support you

I need to report a bereavement

We’re here to help.

Let us know

I want to make a complaint

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.

Make a complaint

I've had a letter saying you owe me money. Is it genuine?

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: 0333 920 8470.

• Commercial customers: 0333 363 7424.

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

Why have I had a text asking me to arrange a payment plan through an online portal?

If you have missed payments on your account and we’ve sent you a text, you can now view the payments due and manage how you repay the amounts by setting up a payment plan. All you need to do is follow the link in the text we sent you (without having to give us a call). We’ll ask you for some information about your personal and financial situation which will help us find the best possible solution for you. If you want to make a payment, you can do this here.

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 0161 333 7404, we’re open 9am to 5.30pm and we’ll be happy to help.

I don't understand my Annual Statement

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

Check it out

How do I prove I have my own Buildings Insurance?

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: commercialcustomercare@togethermoney.com

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

How long will it take for my charge to be removed from Land Registry after my account is closed?

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.

Can I change my interest rate or loan term?

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

· Personal customers: 0333 920 8470.

· Commercial customers: 0370 218 6517.

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

Can I extend my loan term or amount?

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 7403.

· Commercial customers: 0161 333 7415.

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

What happens when my fixed-rate period ends?

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 fund, 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 get in touch with you 120 and 45 days before the end of your fixed-rate period to confirm your interest rate and outline your options. If you're paying by Direct Debit, we'll automatically adjust your payments and you won't have to do anything.

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: 0330 127 3518. Lines are open Monday to Friday 9am-5:30pm

• Commercial customers: 0161 933 7098. Lines are open Monday to Thursday. 9am – 7pm and Friday 9am 5.30pm.

Can I extend my bridging renewal date without paying the renewal fee?

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

I want to borrow more or refinance

Let's talk through your options

Speak to someone

I'm selling my property. What happens to my mortgage?

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:
0370 218 7550 (8.30am to 7pm, Monday to Friday)
collections@togethermoney.com

• Commercial customers:
0370 218 6517 (9am to 5.30pm, Monday to Friday)
commercialcustomercare@togethermoney.com

Can you help me sell my property if I am struggling with my finances?

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: 0330 127 7694. Lines are open Monday to Friday, 9am to 5:30pm.

• Commercial customers: 0343 249 6486. Lines are open Monday to Friday 9am to 5:30pm.

What happens if my mortgage isn't paid back in full when it's due to end?

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: 0370 218 7550. Lines are open Monday to Friday, 9am to 5:30pm.

• Commercial customers: 0370 218 6517. Lines are open Monday to Friday, 9am to 5:30pm.

What will happen to my bridging loan at the end of the term if I am unable to redeem?

We will need to discuss the options available to you.

Please give us a call:

• Personal customers: 0330 127 5893. Lines are open Monday to Friday, 9am to 5:30pm.

• Commercial customers: 0371 705 1309. Lines are open Monday to Friday 9am to 5:30pm.

What is a Law of Property Act (LPA) receiver?

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.

My account is in LPA receivership. Who do I contact about it?

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: 0330 127 5893. Lines are open Monday to Friday, 9am to 5:30pm.

• Commercial customers: 0370 218 6847. Lines are open Monday to Friday 9am to 5:30pm.

What is a default notice or demand notice?

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: 0330 127 7694. Lines are open Monday to Friday, 9am to 5:30pm.

• Commercial customers: 0343 249 6486. Lines are open Monday to Friday 9am to 5:30pm.

What does my Court Order mean?

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: 0330 127 7694. Lines are open Monday to Friday, 9am to 5:30pm.

• Commercial customers: 0343 249 6486. Lines are open Monday to Friday 9am to 5:30pm.

What do I need to do if I have a court hearing or eviction date?

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: 0330 127 7694. Lines are open Monday to Friday, 9am to 5:30pm.

• Commercial customers: 0343 249 6486. Lines are open Monday to Friday 9am to 5:30pm.

Do I have to attend my court hearing?

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: 0330 127 7694. Lines are open Monday to Friday, 9am to 5:30pm.

• Commercial customers: 0343 249 6486. Lines are open Monday to Friday 9am to 5:30pm.

What happens if you repossess my property?

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: 0370 218 7550. Lines are open Monday to Friday, 9am to 5:30pm.

• Commercial customers: 0371 705 1309. Lines are open Monday to Friday 9am to 5:30pm.

Can I talk to someone about my account via webchat?

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.

Which credit reference agencies do you report to?

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

Why has the name on correspondence changed to Together?

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.

Payments

I want to make a payment

Our secure online system is available 24/7.

Make a payment

I'm struggling with my payments

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

Check my options

Why do I have more than one Direct Debit instruction?

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.

Why does my Direct Debit say 'until further notice' when I know the date my payments are due to end? Should I cancel it?

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.

Why have I had a text asking me to arrange a payment plan through an online portal?

If you have missed payments on your account and we’ve sent you a text, you can now view the payments due and manage how you repay the amounts by setting up a payment plan. All you need to do is follow the link in the text we sent you (without having to give us a call). We’ll ask you for some information about your personal and financial situation which will help us find the best possible solution for you. If you want to make a payment, you can do this online by visiting www.togethermoney.com/existing-customers/make-a-payment.

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 0161 333 7404, we’re open 9am to 5.30pm and we’ll be happy to help.

Can you reduce my payments?

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: 0330 127 7694. Lines are open Monday to Friday, 9am to 5:30pm.

• Commercial customers: 0371 705 1309. Lines are open Monday to Friday 9am to 5:30pm.

When do you collect Direct Debit payments?

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.

Can I change my payment date?

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.

I want to change my payment details

Update when and how you make a payment.

Find out how

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 363 8381.

· Commercial customers: 0333 363 7424.

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

I want to amend my Direct Debit, but it’s not my bank account. What are my options?

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: 0330 127 7694. Lines are open Monday to Friday, 9am to 5:30pm.

• Commercial customers: 0370 218 6847. Lines are open Monday to Friday 9am to 5:30pm.

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 920 8470.

· Commercial customers: 0343 249 6486.

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

What is a default notice or demand notice?

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: 0330 433 2258. Lines are open Monday to Friday, 9am to 5:30pm.

• Commercial customers: 0330 433 2383. Lines are open Monday to Friday 9am to 5:30pm.

What happens if the monthly interest is more than my monthly payments?

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: 0333 455 3686.

• Commercial customers: 0371 705 1309.

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

My mortgage won't be repaid on time and I can't afford to increase my payments. What can I do?

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: 0330 433 2258. Lines are open Monday to Friday, 9am to 5:30pm.

• Commercial customers: 0330 433 2383. Lines are open Monday to Friday 9am to 5:30pm.

What are my arrears?

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: 0370 218 7550. Lines are open Monday to Friday, 9am to 5:30pm.

• Commercial customers: 0330 127 6987. Lines are open Monday to Friday 9am to 5:30pm.

How does being in arrears affect my credit file?

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.

Charges

I don't understand a charge on my account

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.

Learn more

Will I be charged if I repay my mortgage early?

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: 0333 363 8381.

• Commercial customers: 0333 363 7424.

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

Will an updated Tariff of Charges affect my monthly payments?

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.

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: 0161 333 7403.

• Commercial customers: 0161 333 7415.

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

I've received a letter about a fee/charge. Do I have to pay them immediately?

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 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.