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