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Coronavirus (COVID-19)

Frequently Asked Questions for Members

I’m struggling to pay my mortgage, can you help?

If you are struggling to pay your mortgage, please get in touch as soon as possible by calling us on 01664 414141 to discuss your circumstances and we will talk to you about your options and how we can help.

Please do not cancel your direct debit, this will affect your credit score and cause you further difficulties.

Can I request a mortgage payment holiday?

In line with the Government advice, we will be offering mortgage payment holidays of up to 3 months to our customers where it is necessary. You can find further FAQ’s relating to mortgage payment holidays here.

If you would like to request a payment holiday, please contact our mortgage administration team on 01664 414141 and they will be happy to discuss this further with you.

I have a buy to let mortgage, do I qualify for a payment holiday?

We understand that buy to let landlords may also be affected, especially where tenants are struggling to pay their rent. If you are directly affected and struggling to pay your mortgage, please contact us as soon as possible on 01664 414141 to discuss your options.

How can I access my savings if I am unable to get to a branch?

If you are currently unable to visit your local branch and have an account that cannot be managed online, you may be able to operate your account by telephone or post.

We would encourage you to register to use our online services if you haven’t already done so, by contacting your local branch and to provide us with your nominated current account details to enable you to transfer funds to another Bank or Building Society account if necessary.

Can I access my savings early?

If your savings account has a notice period and you need urgent access to your funds, please contact our savings administration department on 01664 414141 to discuss your circumstances and we will do everything we can to help you.

When is your AGM and how can I get involved?

Our AGM is taking place on 22 April 2020, however this will be held behind closed doors. Further details of how you can submit questions, along with the latest updates, can be found on the home page of our website.

Get In Touch

Call one of our friendly advisors on 01664 414141. Opening hours 9am to 6pm Monday to Friday and 9am to 12pm on Saturdays.

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