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How do we keep you informed?

In the early part of December you will receive a full statement of your mortgage account showing all payments received and all charges made. 

Change of interest rates

Notice of change in rates will be displayed in our branches at least seven days before the change is effective. A letter will be sent to you detailing the new interest rate payable, together with the revised monthly payment.

Other changes in terms

Any changes in terms will be notified to you in writing.

Marketing information

Unless you have indicated to the Society that you do not wish to receive these, the Society will bring to your attention additional services and products which may be of interest to you. If you no longer wish to receive this information, please let us know. We will remind you at least once every three years that you can ask not to receive this information. Unless you specifically request it or give your specific consent in writing we will not pass your name and address to any company, including companies in our Group, for marketing purposes.


All information kept regarding our customers is held in the strictest confidence and is not given to any person outside the organisation other than in exceptional cases permitted by law:

  • where we are legally compelled to do so
  • where there is a duty to the public to disclose
  • where our interests require disclosure
  • where disclosure is made at your request or with your consent

Information about your mortgage debts owed to us may be disclosed to credit reference agencies where:

  • you have fallen behind with your payments; and
  • the amount owed is not in dispute.

Information held and processed by the Society will only be used for the purposes registered under the Data Protection Act 1998. You may request to see information we hold on record about you for which a fee will be charged.

Payment difficulties

We understand that life has its ups and downs and you cannot foresee events, such as unemployment, illness, relationship breakdowns and the worry that comes with them. Our staff are always at hand to listen and will take a sympathetic approach to helping ease your financial difficulties. There are ways in which we may be able to assist in order to ease the monthly financial burden or identify other assistance for which you may be eligible. If at any time, for whatever reason, you find it hard to make your mortgage repayments, you should contact our Mortgage Department immediately on 01473 278457. We will provide you with the FSA information sheet on mortgage arrears; this is also located on their website

To assist in monitoring your mortgage position we will issue quarterly arrears statements which clearly show the payments you have made and the charges that have been applied to your account. You can also get help and advice from debt counselling organisations. At your request and with your consent we will liaise, wherever possible, with debt counselling organisations that we recognise, for example, Citizens Advice Bureau, Money Advice Centres.

Moving Home

All current product options are portable, meaning if you move home you have the option to transfer the product you have to your new property, subject to our normal lending criteria. Alternatively, you could take out a new mortgage from the Society's full product range. The Early Repayment Charge will not be made but a fee may be payable.

If your circumstances change

If your circumstances change it is important that you inform us straight away, eg; change of name, change of employment, etc.

Membership Rights

When you take out a mortgage with the Society you are a 'Borrowing Member' which gives you specific rights. (eg; voting at an Annual General Meeting). Further details can be found in the Society's Rules and a leaflet published by the Building Societies Association called 'Your Rights as a Member of a Building Society'.

Dealing with complaints

Although we do all we can to ensure we provide a first class service, sadly from time to time things do go wrong. We are keen to be aware of your concerns as they help us identify ways in which we can improve the quality of service and possible training needs. We are committed to ensuring all complaints are fully and fairly addressed.

If you have any complaint you should visit or contact your local branch, or any Society office, or call our central telephone number 0845 230 8686. There are no charges for making a complaint. We will try to resolve the problem speedily.

If you choose to put your complaint in writing, please provide us with your account number and a description of events leading up to your complaint.

If we do not deal with your complaint to your satisfaction, you can refer it to the Financial Ombudsman Service. A leaflet is available detailing our complaint procedure and contact information for the Financial Ombudsman Service. You are at liberty to request a copy of this leaflet at anytime, or click here to download.



Your home may be repossessed if you do not keep up repayments on your mortgage.