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Support

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General questions
What are your opening hours?

We are open Monday-Friday 9am-5pm, except for bank holidays. 

New lending applications and enquiries
How long will it take for you to respond?

We will aim to respond to you within 48 hours if we have the correct information from you.  

How much would you lend to an organisation?

Please click here to find a summary of our lending criteria. If you have any other questions please get in touch.

What checks do you do before I can open a loan account?

We will verify your business, the registered address of your organisation, as well as the identity of all key individuals detailed (Partners, Directors, Members, Authorised Users, Beneficial Owners etc). We do this by checking various electronic databases. If we are unable to verify your organisation or the individuals involved in its management or operation, we may ask you to supply us with some identity documents by post. We will not be able to progress the case until we are satisfied. If you have any questions please get in touch.

What do you need to make a lending decision?

We require details about the specific transaction you are considering, including details of the property and the business. In addition, we will need information on your financial status and your ability to service the mortgage before making a commitment to lend. Please contact us directly. 

What fees do you apply?

Our standard new loan fees are 2% of the debt. Fees can be incorporated into the loan. If you would like to discuss further please get in touch.

Managing an existing mortgage
Can I move my loan to another property in my portfolio?

We can consider this application. The replacement property must be a suitable security for your loan moving forward so we may treat this as a new application and may be subject to relevant assessment and fees. If this is something you would like to investigate, please don’t hesitate to get in touch your local Business Development Manager.

Can I repay a loan early?

Yes, in line with the terms and conditions of your specific loan. Please contact us if you would like to discuss further.

Notifying us of a bereavement


How to notify us with respect to a deceased customer

We understand that dealing with the loss of a loved is a very difficult time. To support you in managing the account we kindly ask that you get in touch to inform us with the following information:

- Customer name

- Customer Saving Account Number

- Executor or personal representative

- A copy of the death certificate


You can email this information to us here 


We’re here to help

We understand this can be an overwhelming time and we know you might have questions, so we’re here if you need to contact us for more information. 

You can call us on 0330 053 6067, Monday - Friday 9am-5pm, excluding bank holidays.


Additional bereavement support services

Help with getting through bereavement

Facing Bereavement can help with expert guidance when dealing with the loss of a loved one.
 

Help with money management

The Money Advice Service can help you learn how to deal with money after someone passes away.
 

Help with letting people know

Tell Us Once is a service that lets you report a death to most government organisations, including HMRC, DVLA, and the Passport office.