We know that the rising cost of living and higher interest rates are affecting many of our customers. If you’re struggling to pay your mortgage or worried you might struggle in the future, we’ll work hard to support you and treat you fairly.
If you are looking to switch to interest-only or extend your mortgage term via the Government's Mortgage Charter scheme, please visit our dedicated Mortgage Charter webpage.
Please don’t feel you’re alone. Thousands of mortgage customers get help from their lender every year. We’re always here to listen to you, whatever your situation. And the sooner you contact us, the better we’ll be able to support you – even if all your payments are currently up to date.
Just talking to us won’t cause anything to show up on your credit file. Only we will know about the conversation, so we can work together to find a way to help you.
Before we agree together to make any changes to your payments or other arrangements, we’ll:
If you need to speak to a member of our support team, please phone:
We will listen to you and:
We may be able to:
Other options are also available, so it’s important that you speak to us so we can tailor our support to your circumstances.
We know falling behind on mortgage payments is stressful. There are a few things you can do to make sure you get the right support for your situation, including:
If you would prefer to discuss your situation with a separate organisation first, you can read below about independent organisations that offer advice and support.
Sending us details of your circumstances and financial situation helps us to give you the most relevant advice as quickly as possible. You can do this by:
We don't apply penalties for missed payments.
Some companies offer solutions to mortgage payment problems which aren’t always in your best interest. Please be mindful of:
If you’re considering any of the above, we would advise you to seek independent advice, by speaking to an external debt charity such as StepChange on +44 (0)800 138 1111 (Call charges).
If you’re thinking of selling your property, it’s a good idea to get a free valuation of your property from a local estate agent.
You may be thinking about handing your keys over to us. If you do this, you will still owe us any outstanding debt once we sell the property, so please discuss this with us first.
Your opinion is very important to us. Listening to your views helps us grow as a company and stay on track with what you, our customers, want. For full information regarding our complaints procedure, please visit The Co-operative Bank complaints.
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Contact our support team