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Existing Customers - Mortgages

Frequently Asked Questions

We’ve put together the answers to some of the most commonly asked questions about our mortgages. If you have a question that we haven’t answered here, please call us on 0345 845 8555 (option two). Our lines are open 8am to 6pm Monday to Friday (Wednesday from 10am). Alternatively, you can also send an email to our customer service team if you have a general enquiry.

YOUR HOME MAY BE REPOSSESSED IF YOU DO NOT KEEP UP REPAYMENTS ON YOUR MORTGAGE.

Can I change the date of my mortgage Direct Debit payment?

No, we only collect Direct Debit payments on the first working day of each month.

Why can't I view my Offset Saver Account on my Internet Banking?

When logged in, double click on your main mortgage to view your Offset Saver Account.

My mortgage has redeemed but you have still taken my Direct Debit payment?

If you've redeemed towards the end of the month it's possible that we have been unable to stop the collection of your Direct Debit payment. If this is the case, we will refund this payment to your nominated bank account around the 15th of the next month.

How much can I pay towards my mortgage as an overpayment?

If you have a fixed rate mortgage, every 12 months you may make one lump sum payment of up to 10% of the current balance.

If you have a tracker or variable rate mortgage, there are no limits on the number of overpayments you can make.

Can I rent my property out?

You can apply for Scottish Widows Bank's consent, to let out your property. If agreed, there is a fee of 0.5% .This fee is charged annually for short-term letting arrangements, (not applicable for buy to let mortgages). The 0.5% is calculated on the total outstanding balance of the mortgage, including any further drawdowns, as at the 1st of the month in which consent to let is granted. The fee is non-refundable, even if the property is let for less than 12 months or the mortgage is redeemed in full.

To apply for consent to let complete the Consent to Let Application Form and return this to us. Please contact us on 0345 845 8555 (option two) if you have any questions.

Do you have bank details so I can send money to my Mortgage Account/Offset Saver Account?

Yes.  You can send payments to us in the following ways:

Online using Internet Banking from an existing Scottish Widows Bank savings account or your nominated external account.

Using Telephone Banking from an existing Scottish Widows Bank savings account or your nominated external account.

Send a cheque (personal bank / building society account) payable to ‘Scottish Widows Bank’ <applicant’s name> to: Scottish Widows Bank. PO Box 12757, 67 Morrison Street, Edinburgh, EH3 8YJ. Please write your account number on the back of your cheque.

From your nominated account using the following details

Sort code 30-18-05
Account number 00030372
Reference <Mortgage Acc no/Mortgage Reserve Acc no/Offset Saver Acc no>. Account numbers can be found on your Annual Statement, on Internet Banking or by calling us.

Why do I need a Direct Debit Mandate for my Offset Saver Account?

This is so we can collect single or regular deposits from your nominated bank account at your request. We collect the money rather than your bank sending us the money.

How do I change my bank details?

To change your bank details, call us on 0345 845 8555 (option two) and we'll send you out a form to complete. Alternatively, you can download a Direct Debit Mandate and post it back to us. Please also supply an original bank statement or cancelled cheque as verification.

We can only set up bank details for a personal account you are named on. We do not accept payments from business or third party accounts.

How do I change my offsetting option from reduced payment to reduced term?

Please download our Offset Saver Account Postal Instruction Form and complete the relevant section and return it to us. Alternatively, you can call us on 0345 845 8555, option two.

How do I change my offsetting option from reduced term to reduced monthly payment?

Please download our Offset Saver Account Postal Instruction Form and complete the relevant section and return it to us. Alternatively, you can call us on 0345 845 8555 (option two).

With reduced monthly payment as your offset benefit it will be effective from the 1st of the following month after you’ve made your request. The first reduced payment will be calculated on the 1st of the next month, and the reduced monthly payment will be reflected in the mortgage payment on the 1st of the next again month.   

On an ongoing basis, your offset benefit will be calculated for each full calendar month and your mortgage payment will then be adjusted accordingly at the end of the following month. We'll write to you each month to advise you how much your next mortgage payment will be.

Example

 

- On 25 May, we receive your instruction to change your offset benefit from reduced term to reduced monthly payment

- On 1 June, reduced monthly payment becomes effective as your offset benefit

- On 1 July, the first reduced monthly payment will be calculated for the next mortgage payment.

- On 1 August, your monthly mortgage payment will be reduced, based on your offset savings balance from 1 June to 30 June.

- On 1 September, your monthly mortgage payment will be reduced, based on your offset savings balance from 1 July to 31 July.

If I add money to my Offset Saver Account and I have chosen reduced monthly payment as my benefit, when will I receive the reduction in my monthly payment?

 If you’ve chosen this option, the offset benefit will be calculated at the end of the month the money was credited to your Offset Saver Account, and deducted from the following payment.  For example, if you transferred money to your Offset Saver Account on 15 April, the offset benefit will be calculated at the end of April, you'll be advised of your updated mortgage payment during May and the mortgage payment on 1 June will be reduced accordingly.

Is there a sort code and account number for my mortgage account?

You don’t have an individual sort code and account number for your mortgage with Scottish Widows Bank, although we do have a central holding account you can use to pay your mortgage from your nominated account, using the following details: 

Sort code 30-18-05
Account number 00030372
Reference <Mortgage Acc no/Mortgage Reserve Acc no/Offset Saver Acc no>. Account numbers can be found on your Annual Statement, on Internet Banking or by calling us. 

You can also send payments in the following ways: 

Online using Internet Banking from an existing Scottish Widows Bank savings account or your nominated external account.  

Using Telephone Banking from an existing Scottish Widows Bank savings account or your nominated external account.                          

Send a cheque (personal bank / building society account) payable to ‘Scottish Widows Bank’ <applicant’s name> to: Scottish Widows Bank. PO Box 12757, 67 Morrison Street, Edinburgh, EH3 8YJ. Please write your account number on the back of your cheque.

How do I change my name on my mortgage account?

Please send this request in writing with your old and new signatures, enclosing an original or a certified* copy of your marriage certificate/decree absolute or change of name deed.

Our address is:


Scottish Widows Bank
Mortgage Customer Services
PO Box 12757
67 Morrison Street
Edinburgh
EH3 8YJ

*An Independent Financial Adviser, Solicitor (please enclose headed paper or a business card), a high street bank or post office (this must be stamped) can certify.

How do I change my address?

Please write to us confirming your new address details and advise the reason for the change of address. If this is a joint mortgage, we will need signatures of both borrowers.

Our address is:


Scottish Widows Bank
Mortgage Customer Services
PO Box 12757
67 Morrison Street
Edinburgh
EH3 8YJ

How do I open an Offset Saver Account?

You should read 'A Guide to Offsetting' for more information about offset. If you'd then like to apply, please download an Offset Saver Account application formopens a new window and complete and return this to us. Please note if you have a 5 year fixed rate mortgage you are not eligible for an Offset Saver Account.

I’d like to make some improvements to my home – can I borrow additional money from Scottish Widows Bank for this?

Once you’ve had your mortgage with us for six months or more, you may be able to borrow more money. Visit the additional borrowing page to find out more.

Can I take a payment holiday?

No, we don't offer payment holidays. If you're facing financial difficulty, and think you may have trouble paying your mortgage, visit our Facing financial difficulty pages.

Why is my Direct Debit Mandate not working/not showing?

There could be a couple of reasons for this.

If you haven't used your Direct Debit facility to collect money from your nominated bank account in the last 13 months, it is automatically cancelled by your bank. To reinstate this, please download a Direct Debit Mandate, complete, and send to us; or call us on 0345 845 8555, option 2.

If you have a joint mortgage and the nominated bank account is held in the joint applicant's name, this will not show on your Internet Banking.

If this is a new account the Direct Debit Mandate may not be live. It takes three working days to become active.

Can I offset against more than one portion of my mortgage if I have different rates?

No, you can only choose one portion of your mortgage that you would like to offset against. If your mortgage is made up of more than one product, you'll need to tell us which product you would like to offset against.

Why is my offset benefit lower this month compared to last month?

This could be because:

- Offset benefit, like interest, is calculated daily and therefore varies according to the number of days in the month.

- There was a lower balance in the Offset Saver Account compared to the previous month.

- The interest rate of your mortgage may have changed to a lower rate.

Can I pay my monthly mortgage payments from more than one account (ie. two separate Direct Debits)?

No. You can only have one Direct Debit set up at a time to collect your monthly mortgage payments.

Can I send requests by email/fax?

We're able to accept general enquiries by email, and we can accept detailed requests by fax (unless an original is required) and by post. Our fax number is 0131 655 2600.

How do I register for Internet Banking/change my optional third security codeword?

Please download the Internet Banking/Telephone Banking registration form and return it to us.

How do I add someone to my mortgage/remove someone from my mortgage?

If you want to add or remove someone from your mortgage you need to receive appropriate advice.

Our mortgages are serviced by independent mortgage advisers. If you already have a mortgage adviser you should contact them, or you can find a mortgage adviser.

Some mortgage advisers charge a fee for their service.

To speak to London & Country, the UK's largest fee free telephone mortgage advisers, please complete the phone enquiry form.

When will I receive my mortgage statement?

Annual mortgage statements are sent every April.

How do I close my mortgage account?

Please contact Mortgage Customer Services on 0345 845 8555 (option two) for a final redemption figure which can be provided verbally or in writing. If you have a solicitor acting for you, they will usually request this information on your behalf.

Can I request my deeds?

Yes, you may request to have your deeds sent to you by calling our Mortgage customer service team on 0345 845 8555 (option two).

How do I request a tax certificate?

Call us on 0345 845 8555 (option two).

I'm nearly at the end of my current Scottish Widows Bank mortgage deal/ on the Standard Variable Rate. Do you have any exclusive mortgage offers for existing customers?

We have a range of exclusive mortgage rates available only to existing customers.

What should I do if I have a complaint?

If you have a complaint please visit our complaints page to find out how to inform us about it. We'll then try to provide a solution as quickly as possible.

Useful Telephone Numbers:

Our lines are open 8am to 6pm Monday to Friday (Wednesday from 10am).

 

Mortgage Customer Services - 0345 845 8555 (option two)
Mortgage Redemptions - 0345 845 8555 (option two)
Existing customers looking for new products/additional borrowing - 0345 845 0440
Deposits - 0345 845 0829
New application submitted - 0345 845 0110
London & Country fee free mortgage advisers – 0800 073 2346