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FAQs

Home » Customers » FAQs

Changing your details

b

Why do I need to provide a reason for changes to my contact details?

Category: Changing your details

We need to know the reason for the change as this could affect the terms and conditions of your mortgage and / or unsecured loan contracts. If you require further information, then please log in to our Self-Serve portal  and send us a secure message.

b

I’m not receiving any post and my address is correct, what should I do?

Category: Changing your details

If your address is correct and you’re not receiving any mail from us, log in to our Self-Serve portal  and send us a secure message to investigate this for you. We’ll aim to reply to you within 2 working days with an update.

b

Will I be charged a fee for requesting changes to my contact details?

Category: Changing your details

No, there’s no fee for requesting changes to your contact details.

b

How do I tell you if I’ve changed my name?

Category: Changing your details

To change your name we’ll need a copy of both your old and new signature.

We’ll also need one of the following documents:

  • Marriage certificate
  • Decree absolute
  • Birth certificate
  • Change of name deed/Deed Poll (known as Statutory Declaration in Scotland)
  • Civil partnership certificate

We can accept copies of original documents provided they’ve been certified by a professional body, such as a:

  • Solicitor or notary
  • Chartered Accountant
  • Bank or Building Society official
  • Councillor
  • Minister of religion
  • Teacher or lecturer

The documents must:

  • Say ‘certified to be a true copy of the original seen by me’ in writing
  • Be signed and dated
  • Have the name printed under the signature
  • Include occupation, address and telephone number
b

How do I tell you if I’ve changed my correspondence address?

Category: Changing your details

If you need to let us know you’ve moved, please call us on 0371 472 2032 to let us know your new address.

We’ll need to speak to each person whose address needs updating and we’ll send out a letter confirming once the change has been made.

Lines are open between 9am and 5pm Monday to Friday, excluding bank holidays.

We’ll check your new address against Equifax records. If they don’t match, we may need documents from you. We’ll talk to you about this.

b

I recently changed my address, will my post come to the correct address?

Category: Changing your details

We’ll post any correspondence to the address noted on your account at the time you make a request.

This can take up to 10 working days to arrive.

If you’ve recently asked us to change your address and you want us to send your post to your new address, please wait for us to write to your new address confirming the change has taken place before requesting any other documents from us.

b

How will I know my address has been changed?

Category: Changing your details

We’ll write to both your old and new address to confirm when the change has been made to your account, usually within 10 working days.

If you request any copy documents or we write to you before the change has been made, those documents may be sent to your old address.

If you’ve not received confirmation of the address change within 10 working days, please log in to our Self-Serve portal and send us a secure message to investigate any reasons for the delay.

Complaints

b

How do I make a complaint?

Category: Complaints

Visit our complaints page for full details of our complaint procedure including how to make a complaint.

Interest rates

b

How am I impacted if the interest rate changes?

Category: Interest rates

If you’re impacted by a change in interest rate, we’ll write to you to advise if your rate is changing, confirming your new rate and monthly payment amount.

You don’t need to do anything until you receive our letter.

If your interest rate and monthly payment are due to change at the start of the next month, you’ll find details of your new rate, payment amount and the date when this will apply in Self-Serve.

This information will be available in the Account Summary screen after we’ve processed the rate change on your account. We’ll do this as soon as possible, although it can sometimes take several days.

If you call us, we won’t be able to confirm your new rate and payment until it’s also showing in Self-Serve. So, if it’s not there, please check back later.

b

What is an interest only mortgage?

Category: Interest rates

An interest only mortgage is where your monthly payments only cover the interest charged on the balance you owe. Your payments don’t reduce the total amount you owe over time, so when your mortgage reaches the end of its term, you’ll need to repay this to us as a lump sum.

It’s important you’re fully aware of the type of mortgage you have, so you can plan ahead. If you’re unsure, log in to our Self-Serve portal and you can easily find this information on the Account Summary page, under the ‘Repayment type’ header.


b

What is a repayment mortgage?

Category: Interest rates

A repayment (capital and interest) mortgage is where your monthly payments cover the interest charged each month and pays off some of the balance you owe. This means that providing you make your monthly payments in full and on time, your mortgage will be fully repaid at the end of its term.

It’s important you’re fully aware of the type of mortgage you have, so you can plan ahead. If you’re unsure, log in to our Self-Serve portal and you can easily find this information on the Account Summary page, under the ‘Repayment type’ header.

b

Can I request an interest statement online?

Category: Interest rates

Yes, you can request an interest statement for the tax year by logging in to our Self-Serve portal and sending us a secure message.

b

Can I request replacement statements for another year?

Category: Interest rates

Yes, if you need statements for a different year, you can request these by logging in to our Self-Serve portal and sending us a secure message.

b

Can I have the copy statement sent to me digitally or online?

Category: Interest rates

We’re unable to send any documents to you digitally, including by email. All copy documents will be sent by post and should arrive within 10 working days.

If you’ve not received your documents in 10 working days, please log in to our Self-Serve portal and send us a secure message to investigate.

Making payments

b

Who can make a payment?

Category: Making payments

We can only accept online debit card payments if the cardholder name matches with the name of the person currently logged in to the account.

We’re unable to accept online card payments from any nominated third parties authorised on your account. Instead, we have alternative payment options available.

b

Are my card details stored?

Category: Making payments

Your card details will not be stored on file. You’ll need to re-enter your card details for any future payments.

b

My Direct Debit has rejected, can I make an online payment?

Category: Making payments

You can log in to our Self-Serve portal and make a payment online but there is a risk that your Direct Debit payment will also still be collected. To avoid this, please call us on 0371 472 2032 to speak with one of our advisers who’ll be able to confirm the best approach to avoid a duplicate payment.

b

I made a payment online today, how do I know you received it?

Category: Making payments

Whenever you make a payment online, you’ll see an immediate on-screen notification to confirm we’ve successfully taken your payment.

If you opt-in, we can send you a text message notification to a UK mobile number at the time you make an online payment. We’ll confirm in that message when your payment has been processed.

You can also view your last three payments in the Account Summary screen. Any recent payments will be added to your online account, usually within 24 hours. 

If you made your payment after 8:30pm, it may not be shown on your online account for 48 hours.

b

Can I make more than one payment?

Category: Making payments

By selecting ‘Other amount’ in the Make a Payment screen, you can choose the payments you want to make. There’s no limit to the number of individual payments you make, however there is a maximum amount you can pay online each month.

The remaining payment balance you can make this month is shown above the Payment Amount. This value will refresh after every payment you make and will reset on the first day of each calendar month.

b

I’m in arrears, can I make a payment online?

Category: Making payments

Yes, any payments made towards your temporary payment plan or arrears will be accepted.

b

I have more than one sub-account, can I make a payment to only some of these online?

Category: Making payments

When making the payment, you can log in to our Self-Serve portal and send us a secure message and we can apply your payment to a different sub-account and reply to your request online. You can also make a bank transfer to individual sub-accounts.

b

Can I change the bank account my Direct Debit comes out of?

Category: Making payments

Yes. You can log in to our Self-Serve portal and download a new Direct Debit form. Complete the form with your new bank details and return it to us using the address on the form.

Alternatively, call us on 0371 472 2032 and we can amend this over the phone. We’ll need your new bank details and the authority to set up payments from your account.

Please allow at least 10 working days for your Direct Debit to be set up. If your monthly due date has passed or there are less than 10 working days left in the month, your Direct Debit will be set up for the following month and you will need to arrange to pay another way for the current month.

b

Can I change the day my Direct Debit payment is made?

Category: Making payments

Yes. Call us on 0371 472 2032 and we’ll guide you through the process.

b

Can I cancel my Direct Debit?

Category: Making payments

Yes. You can cancel your Direct Debit at any time by calling us on 0371 472 2032. Please allow up to five working days for your Direct Debit to cancel. You can also cancel your Direct Debit with your bank.

Please make sure you’ve arranged another way to make your mortgage payment.

Paying off your mortgage

b

What’s included in the estimated redemption amount?

Category: Paying off your mortgage

The estimate includes the balance of your account today, and the Mortgage Exit Administration Fee if applicable. For buy to let accounts, it will also include any Early Repayment Charges if applicable. It won’t include any future payments you make, charges or costs such as solicitors or litigation costs that may be added when repaying your account in full.

If you want to get the exact amount to repay your account up to a specific date, please log in to our Self-Serve portal and request a redemption statement.

b

Can I use the redemption estimated amount to repay my account in full?

Category: Paying off your mortgage

To repay your account in full, you’ll need a redemption statement. You can request a redemption statement by logging in to our Self-Serve portal and using our Redemption Statement screen.

You won’t be charged for requesting a redemption statement, and we’ll send it to you by post. You’ll receive your redemption statement within 10 working days.

b

What’s the difference between a redemption estimate and a redemption statement?

Category: Paying off your mortgage

A redemption estimate amount is for information only and can’t be used to pay off your account in full.

The estimate includes the balance of your account today, and the Mortgage Exit Administration Fee if applicable. For buy to let accounts, it will also include any Early Repayment Charges if applicable. It won’t include any future payments you make, charges or costs such as solicitors or litigation costs that may be added when repaying your account in full.

A redemption statement tells you how much you need to pay, including any fees or charges, on the given date you plan to pay off your mortgage. It will also include full details of how you can make your payment to us.

If you intend to pay off your mortgage, please log in to our Self-Serve portal  and request a redemption statement.

b

Will I be charged for requesting an estimated redemption amount?

Category: Paying off your mortgage

No, there’s no charge for requesting a redemption estimate.

b

Will I be charged for a redemption statement?

Category: Paying off your mortgage

No, there’s no charge for requesting a redemption statement.

b

When can I request a redemption statement?

Category: Paying off your mortgage

You can request a redemption statement at any time, 24/7 free of charge. We’ll post this to your correspondence address and it can take up to 10 working days to arrive.

b

How far into the future can I request a redemption statement?

Category: Paying off your mortgage

You can request a redemption statement for any redemption date from now until the end of the next calendar month.

If you need another statement closer to your redemption date, please log in to our Self-Serve portal and request another one closer to the date you want to repay your account. All statements are provided free of charge, and you can request one 24/7 using this online self-service option.

b

How will I receive the redemption statement?

Category: Paying off your mortgage

Redemption statements can only be sent by post. Please allow up to 10 working days for this to arrive.

b

I haven’t received my redemption statement

Category: Paying off your mortgage

If your statement has not arrived within 10 working days, please log in to our Self-Serve portal and send us a secure message and we’ll look into this for you.

b

I want to change my redemption date, do I need a new statement?

Category: Paying off your mortgage

If your redemption statement includes a daily interest amount, you can use that figure to adjust the total amount required if you’re going to make your redemption payment slightly before or after the stated redemption date.

However, if the redemption payment is to be made after the end of the month in which the statement was issued, you’ll need to log in to our Self-Serve portal and request a new redemption statement to make sure you have an accurate total redemption figure.

If you’re not sure about this you can request another statement at any time.

b

What evidence do I need to send you when repaying my own mortgage?

Category: Paying off your mortgage

When you’re ready to redeem your mortgage or settle your loan, a redemption payment can only be made by online bank transfer or cheque. It cannot be made over the telephone or through Self-Serve.

We may ask you to provide us with evidence which shows the source of the funds. This is a normal part of UK money laundering regulation, and we may contact you about this if required. 

Where redemption monies are received via a solicitor or conveyancer, we don’t require source of funds evidence.

b

What should I do if I can’t use self-service to request a redemption statement?

Category: Paying off your mortgage

The quickest way to request a redemption statement is by sending us a secure message via our self-serve portal or by calling us.

All redemption statements are sent by post and may take up to 10 working days to arrive.

b

Should I cancel my Direct Debit when repaying my account in full?

Category: Paying off your mortgage

If you make your monthly payments by Direct Debit or Standing Order, we recommend you don’t cancel your payment instructions until you receive confirmation your account has been closed. The redemption statement takes into account all payments up to the redemption date and assumes they’ve cleared and been paid in full.

If your monthly payments aren’t kept up to date, your account may fall into arrears and additional charges may apply. Your credit rating may also be affected.

We’ll return any surplus funds to your bank account where we’re able to do so within 15 days of your final payment being received. Where this isn’t possible, we’ll post a cheque to you, issued in the names of all parties to the account.

Support with financial difficulties

b

Struggling to make your monthly payments?

Category: Support with financial difficulties

If you’re worried about making your monthly payments or are already struggling, please call us on 0371 472 2032 and we’ll try to help. Simply talking to us won’t affect your credit file and the sooner you get in touch the better, as there are often more ways we can help.

You can also visit our support with financial difficulties page for details of independent organisations offering advice and support.

b

Why am I showing as being in arrears?

Category: Support with financial difficulties

Your account may be showing as in arrears because your monthly payment date for this month has already passed, and we have not yet received your payment, or you have not made all the payments required.

If you’ve made a recent payment, this will be added to your online account, usually within 24 hours.

Any payments made after 8:30pm may not be shown on your online account for 48 hours.

For any questions you may have, you can log in to our Self-Serve portal and send us a secure message.


b

What impact do arrears have on my account?

Category: Support with financial difficulties

Outstanding arrears have the potential to affect your credit rating and could incur fees or charges which will be added to your account balance.

If you’re worried about making your monthly payments or are already struggling, please call us and we’ll try to help. Simply talking to us won’t affect your credit file and the sooner you get in touch the better, as there are often more ways we can help.

You can also visit our support with financial difficulties page for details of independent organisations offering advice and support.

Outstanding arrears have the potential to affect your credit rating and could incur fees or charges which will be added to your account balance. You’ll also incur additional interest as explained in your mortgage terms and conditions.

If you’re worried about making your monthly payments or are already struggling, please call us on 0371 472 2032 and we’ll try to help. Simply talking to us won’t affect your credit file and the sooner you get in touch the better, as there are often more ways we can help.

You can also visit our support with financial difficulties page for details of independent organisations offering advice and support. Or if you wish to obtain a breakdown of any fees or charges associated with your account or have any other question in relation to your payments, you can log in to our Self-Serve portal  and send us a secure message.

Using Self-Serve

b

Who can use the online Self-Serve facility?

Category: Using Self-Serve

Only customers named on the account can log in or register. This means that whilst most customers can use Self-Serve, there are some restrictions.

Self-Serve is not available for:

  • Individuals who have a third-party authority or power of attorney for someone else’s account
  • Anyone acting on behalf of a deceased customer
  • Accounts that have redeemed
b

What services are available online?

Category: Using Self-Serve

With Self-Serve, you can find key information about your account, such as the outstanding balance, and carry out many tasks online, without having to call or write to us.

For more information on the features available, please visit our Using Self-Serve webpage.

b

What is registration?

Category: Using Self-Serve

Registration enables you to use the online self-service facility securely.

With Self-Serve, you can find key information about your account and carry out many tasks online, without having to call or write to us.

b

Why do I have to register?

Category: Using Self-Serve

To ensure your account details are secure we need you to register so we can confirm your identity. This ensures that only you, the account holder, can access your online account information.

b

I can’t remember my account number or last payment amount, can I still register?

Category: Using Self-Serve

You can find your account number on any recent document we’ve sent you, including your latest mortgage statement. Your last payment amount will be shown on your bank statement.

If you still can’t register or have any questions during the registration process, please call us on 0371 472 2032 for support.

b

What if I have more than one account?

Category: Using Self-Serve

Once registered you can add up to 20 accounts using the ‘Add Account’ feature.

You can transfer your previously registered accounts to one username by signing in with the username you’d like to transfer to and then follow the ‘Add Account’ instructions. Once transferred, you’ll no longer be able to use your original username to access the transferred account.

The maximum number of accounts you can have on a single username is 20. You’ll need to set up a separate username and password for your remaining accounts if you have more than 20 accounts.

b

I’ve forgotten my login details

Category: Using Self-Serve

If you’ve forgotten your password, username or passcode you can change these online by selecting the ‘Forgotten Username’ or ‘Forgotten Password’ options and following the instructions.

For any other queries or to unlock your account, please call us on 0371 472 2032 for support.

b

My account is locked, how do I sign in to Self-Serve?

Category: Using Self-Serve

Please call us on 0371 472 2032 to unlock your account.

b

How long can I stay signed into my account?

Category: Using Self-Serve

We want you to stay secure whilst online with us, therefore we’ll automatically sign you out of your account after 10 minutes of inactivity.

b

I don’t want you to contact me using my mobile number, can I remove this from my account?

Category: Using Self-Serve

You’ll have the option to remove or update your mobile number once signed in to the Self-Serve portal.

We’ll only use your mobile number if you choose to opt-in to use our text notification service. This provides you with updates when certain online services have been completed. It will not be used for any other purpose.

b

What is a one-time password (OTP) service?

Category: Using Self-Serve

An OTP provides an extra layer of security in addition to your password to protect your account from online fraud. If you’ve set up this service, you’ll be asked to enter an OTP to confirm your login attempt.

b

Do I have to use a one-time password (OTP)?

Category: Using Self-Serve

We use OTP to add an additional layer of security to protect your account. We recommend you use this option to improve your online security but recognise this may not be possible where you don’t have access to a UK mobile phone.

b

What do I do if I receive an unexpected one-time password (OTP)?

Category: Using Self-Serve

If you receive an OTP when you’ve not requested one it’s likely to be fraud. Do not share it with anyone on the phone, in person or online and call us immediately on 0371 472 2032.

b

I need a one-time password (OTP) as I have a new mobile number

Category: Using Self-Serve

If you no longer have access to the UK mobile number you registered with, or you now have a non-UK mobile number, please call us on 0371 472 2032 and we’ll provide you with the OTP code to get you signed in.

Once you have access to your online account, you can make a change to the UK mobile phone number registered.

b

I no longer have a UK mobile phone number, how do I access my account?

Category: Using Self-Serve

If you now have a non-UK mobile number please call us on 0371 472 2032 and we’ll give you a one-time password (OTP) code to help you sign in.

Once signed in, you can switch off the Multi Factor Authentication feature or you can call us each time you need the OTP code to log in.

b

I no longer have a UK mobile phone number, can I switch off multi factor authentication?

Category: Using Self-Serve

Yes, once you’ve logged in to our Self-Serve portal you can choose the option I do not want to use multi factor authentication. Once the multi factor authentication feature is switched off, you’ll no longer be asked to supply an OTP code to log in.

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Customer Services
0371 472 2032

CHL Mortgages, PO Box 146,
SKIPTON, BD23 9GN

Log in to the Self-Serve portal to send us a secure message.

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CHL Mortgages is used under licence by CHL Mortgages for Intermediaries Limited. Registered office: Admiral House, Harlington Way, Fleet, Hampshire, United Kingdom, GU51 4YA (Company No 12954007). Authorised and regulated by the Financial Conduct Authority for Residential Mortgage Business. Firm ref no. 307798. Copyright CHL Mortgages © 2025.

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