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 …
How will I know my address has been changed?
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 …
I recently changed my address, will my post come to the correct address?
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 …
Why do I need to provide a reason for changes to my contact 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 …
I no longer have a UK mobile phone number, can I switch off multi factor authentication?
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 …
I no longer have a UK mobile phone number, how do I access my account?
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 …