FAQs

Yes. Call us on 01252 812 271 (Option 6) to request this. Phone lines are open between 9am and 5pm Monday to Friday, excluding bank holidays.

If we can deal with your complaint within three working days, we’ll call you to make sure that you’re happy with our decision. If you are, we’ll send you a letter to confirm this.

If we can’t deal with your complaint within three working days, we’ll send you an acknowledgement letter within five working days to let you know that we’ve received your complaint.

Once we’ve completed a thorough investigation, we’ll give you a final response. This will outline the details of our investigation, how we reached our decision and what we’re going to do to put things right.

We have eight weeks to resolve your complaint, but we’ll do everything we can to deal with it as quickly as possible.

If we can’t complete our investigation within eight weeks, we’ll send you a letter to let you know and tell you what steps you can take. This will include letting you know that you can go to the Financial Ombudsman Service (FOS) if you’d rather not wait for us to complete our investigation.

The Financial Conduct Authority (FCA) requires that all financial services firms publish a summary of their complaints data if they receive 500 or more complaints in a six-month period.

In accordance with these requirements, we have set out below the relevant data for all complaints received by CHL Mortgages in the period 1 July 2024 to 31 December 2024.

As of 31 December 2024, CHL Mortgages held 15,993 mortgage accounts. For every 1,000 Home Finance loans, we received 32.20 complaints.

Click here to view the report PDF.

When you call us, we’ll ask some security questions before we can access your account, to make sure that we’re talking to the right person and all your personal and account information stays safe. We’ll ask you some questions about you and the account(s) you hold with us.

If you’ve set up a password with us, please have this to hand before calling in. It can also help to check your up-to-date account information before speaking to us, for example looking at a recent letter from us.

Our team members can only offer information and not financial advice. We also record our calls for training and monitoring purposes.

If we hold a mobile number on your account we may contact you by SMS. Please note that the SMS will come from ‘CHLMORTGAGE’.

If you receive an SMS from us, please call us on either 01252 812 271 or 03330 148 048 to discuss your account. If you have recently discussed your account with us, you do not need to take any further action.

Your credit file (also known as credit history or credit record) is put together by credit reference agencies from information shared by lenders and other relevant public information. The credit references agencies use this information to calculate your credit score.

There is no industry standard for credit scores, so each agency uses slightly different information to calculate theirs. The higher your credit score, the better your chances of getting approved for credit.

Information about your payment history, defaults or court judgments will stay on your credit file for six years. These details are always removed from your credit file after six years, even if the debt itself is still unpaid.

Taking the first step in talking to us or a debt advisor won’t impact your credit file. A conversation with us or a debt advisor is confidential.

If we agree a payment arrangement with you or offer other support with your mortgage, we’ll tell you how this will affect your credit file. If you go ahead with a debt solution where you stop paying or pay less to your debts, this will be recorded on your credit file.

If you’re struggling with your mortgage payments, please call us on 03330 148 048 to talk about the ways we can help. Don’t let worrying about your credit file stop you from getting the support you need. Phone lines are open between 9am and 5pm Monday to Friday, excluding bank holidays. Or find details of the debt advice organisations we work closely with on our Independent Support section.

You should make sure that your personal details with each of the agencies are correct as even small errors can affect your rating. If you find a mistake, you should ask all the agencies to correct it.

Make sure you’re not still part of any joint accounts or financial commitments from past relationships, like with an ex-partner or flatmate. For example, utility bills or joint bank accounts. If you’ve not got anything outstanding, you can ask the agency for a ‘notice of disassociation’ to remove a financial link between you and another person. You can find more information about the process on each of the agencies’ websites. You should contact all three of them.

Many of the agencies also offer a free 30-day trial, after which you’ll have to pay a monthly subscription. So, if you don’t want to be charged, make sure you remember to cancel before the 30-day trial ends.

It may also be possible to view your credit report for free using some banking and credit card mobile phone applications.

An Unpaid/Returned Direct Debit fee will be applied to your account. The current fee amount is shown in our Tariff of Mortgage Charges.

You’ll need to arrange to make the missed payment another way. Give us a call on 03330 148 048 to arrange to pay another way.

We’ll try to collect your Direct Debit the next month and if this fails again then we’ll cancel your Direct Debit to make sure you don’t get charged further fees.

We’ll cancel the Direct Debit once the account’s been fully repaid. If you cancel your Direct Debit before the account is fully repaid then another payment may be needed.

If a Direct Debit payment is received after a mortgage has redeemed, a refund will be made directly back to the bank account it came from within 10 working days.

Yes, we’ll automatically update your payment amount each time your payment changes. We’ll write to you at least 10 working days beforehand to advise of any changes to your Direct Debit. You do not have to contact us.

We’re unable to set up a Direct Debit in a name that doesn’t appear on the mortgage. At least one mortgage holder name needs to appear on the bank account, this includes joint accounts.

No. Direct Debits can only be set up from a UK Bank or Building Society account.

All Direct Debits are covered by a guarantee. You can contact your bank or building society, complete a Direct Debit indemnity claim form and claim an immediate refund or we can request a refund for you. Call our Customer Services team on 01252 812 271 (Option 6). You should allow 10 working days for a refund.

Yes, please follow the same process for ‘How do I set up a Direct Debit?’ below.

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.

Yes. Call our Customer Services team on 01252 812 271 (Option 6) and we will guide you through the process.

Yes, as long as the amount is your monthly payment or more. If it’s more, we may need some information about where the funds are coming from.

No. We can only set up the Direct Debit with the bank account holder.

Yes. You can cancel your Direct Debit at any time by calling us on 03330 148 048, 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.

If your bank rejects your Direct Debit twice in a row, we’ll cancel your Direct Debit. This is to help you avoid incurring any unnecessary fees. We’ll write to you to let you know.

There are many organisations available who can offer free, impartial advice on how to deal with your debts. See the Independent Support section under our Support page for more details.

We understand that this is a very worrying time and the first thing you should do is get in touch with us on 03330 148 048 so we can get an understanding of your circumstances.

Legal proceedings to take possession of your property will only be considered as a last resort and once all other alternatives have been exhausted. If we’re unable to get in touch with you and the level of payment shortfall means that litigation is the only option, we’ll write to you at each stage of the process to explain what’s happening and invite you to discuss your options with us.

If there’s been a change to your circumstances and you’re unable to afford your monthly payment, we’re here to help. You can reach our team by calling 03330 148 048. Our phone lines are open Monday to Friday 9am – 5pm, excluding bank holidays.

If you have debts with other companies or want independent advice, we recommend you speak to a financial or debt adviser. You can find details of useful organisations that provide Independent Support on our support page.

This helps us understand your financial situation and what options may be suitable for you.

If you don’t make your monthly payment in the same month that it is due, or if one or more mortgage payments are overdue, we may charge you an arrears administration fee. This is to help cover the extra costs of managing your account whilst it’s in payment shortfall. The current level of this fee is outlined in our Tariff of Mortgage Charges.

Any arrears administration fees will be added to your mortgage balance.

We won’t charge the fee if you pay your full mortgage payment each month, if your payment shortfall is less than one month’s payment or if you agree a payment arrangement with us and keep to the agreed arrangement.

If you’re struggling with your mortgage payments, please talk to us. You can call us on 03330 148 048. Our phone lines are open Monday to Friday 9am to 5pm, excluding bank holidays.

If a fixed interest rate applies to your mortgage, it will not change until you get to the end of the agreed fixed rate term. You will then usually revert to one of the variable rates detailed below. We will write to you to inform you of your new interest rate and payment at least 14 days before your new payment becomes due.

A tracker rate will track at a set percentage above or below another rate (often the Bank of England base rate) for a specified term. Your Terms and Conditions will state details of which rate your mortgage is tracking against.

Our SVR is an interest rate set by us in accordance with the Terms & Conditions of your loan. It’s not linked to the Bank of England base rate. You can check if your loan is linked to our SVR by calling us or checking your mortgage offer documentation.

Whenever we change our SVR, we will write to you to confirm both the date when the new interest rate will apply and the impact on your monthly payment.

This is interest charged from the date of completion to the end of that month. This is added to the balance, where interest will be charged until the amount is repaid.

You could convert all or part of your mortgage to repayment, so you pay off both the interest and the capital you’ve borrowed. This will increase your monthly payments, so we’d need to make sure that it’s affordable. You can speak to our team by calling 01252 812 271 (Option 6). Phone lines are open between 9am and 5pm Monday to Friday, excluding bank holidays.

You can find more information about switching to repayment in the Changing repayment type section of our Manage Account page.

The monthly payments you make only cover the interest. This means you need to pay off the amount you borrowed by the end of the mortgage term.

If you don’t, you might not be able to pay off the amount you borrowed by the end of the mortgage term.

If you have a repayment plan, you need to check it regularly to make sure it’s on track. We recommend that you do this at least once a year.

If you don’t have a plan or you’re worried that it might not be enough, we can help. Call our team on 01252 812 271 (Option 6). Phone lines are open between 9am and 5pm Monday to Friday, excluding bank holidays.

As your mortgage approaches the end of its term, we’ll try to get in touch with you to understand your circumstances. We’ll assess your financial position and look at ways to help you pay back the remaining balance. If this isn’t possible, you may need to sell your property.

If we can’t get in touch with you or you are unable to repay the loan in full, we may have no choice but to tell our solicitors to take legal action. This could result in you losing your property. Taking legal action is always a last resort.

As a responsible organisation we have a duty to protect our customers and ourselves from financial crime. One way we do this is by maintaining accurate and up-to-date information about all our customers through a process referred to as Know Your Customer (KYC). This is a legal requirement under Money Laundering Regulations, which means we may ask you to update your information with us during your mortgage or when there are changes to your account.

Information we’re required to maintain includes personal details like name, address, date of birth and employment information. If the mortgage was taken out by a company, we also need details of the business name, turnover, key personnel (including directors and shareholders), and the nature of the business.

By knowing our customers well, we can prevent criminals from accessing and using accounts illegally, which is crucial in reducing financial crime.

We’d like to emphasise the importance of providing us with the necessary information and documentation to comply with the Money Laundering Regulations. By working with us to maintain accurate records, we can prevent financial crime and keep you and our organisation safe.

If we don’t receive a response from you within the given timeframe, we may send you a notice informing you that your account will be restricted until we receive the requested information. During this time, you may not be able to make any changes to your account or make payments above your minimum monthly mortgage payment.

To learn more about financial crime, we encourage you to visit the Financial Conduct Authority’s website at www.fca.org.uk/firms/financial-crime. Thank you for your support in keeping our customers and organisation secure.

You can do this by calling us on: 01252 812 271 (Option 6). Phone lines are open between 9am and 5pm Monday to Friday, excluding bank holidays.

Or by writing to us at: CHL Mortgages, Admiral House, Harlington Way, Fleet, GU51 4YA.

You can find out more about the process in the support for when someone dies section of our Manage Account page.

You can find details of independent organisations who may be able to help in the Independent support section of our Support page.

In some circumstances, you may be able to transfer your mortgage to another property without increasing the amount you’ve borrowed. This is called porting your mortgage and we’ll need to make sure that you can still afford the payments after we make the change. To do this we will carry out a credit check and an affordability assessment on all applicants. We’ll also need to check that the new property is suitable security for the mortgage. Please call us on 01252 812 271 (Option 6). Phone lines are open between 9am and 5pm Monday to Friday, excluding bank holidays.

• If you have a Buy-to-Let mortgage with us and need to let us know you’ve moved, please call us on 01252 812 271 (Option 6) to let us know your new address.
• If your mortgage with us is for the house you live in and you’re moving out, please talk to our team on 01252 812 271 (Option 6) so that we can understand your circumstances and take 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.

Phone 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.

If you need to vary the lease on your property, please give us a call on 01252 812 271 (Option 6) to let us know.

You’ll need to appoint a solicitor and pay any associated costs. You’ll also need to cover the cost of the solicitor acting for us.

There’s a non-refundable application administration fee which is outlined in our Tariff of Mortgage Charges.

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

Removing someone from the mortgage

You may be able to remove a borrower from your mortgage without increasing the amount you’ve borrowed. This is called a change of parties or transfer of equity. Before we can do this, we’ll need to make sure that you can still afford the payments after we make the change. To do this we’ll carry out an affordability assessment and request documentation to make sure that it won’t put too much strain on your finances.

We’ll let you know the outcome of the checks. You’ll need to appoint a solicitor and pay any associated costs. You will also need to cover the cost of the solicitor acting for us.

There is a non-refundable application administration fee which is outlined in our Tariff of Mortgage Charges.

Please call us on 01252 812 271 (Option 6). Phone lines are open between 9am and 5pm Monday to Friday, excluding bank holidays.

The Making changes section our Manage Account page explains how to change information we hold about you, such as changing your name and correspondence address. You can also find information in the Making Changes section of our FAQs page.

If you don’t find the information you need, please give our Customer Services team a call on 01252 812 271 (Option 6). Phone lines are open between 9am and 5pm Monday to Friday, excluding bank holidays.

We’ve got details of changes you can make to your mortgage, and what we’ll need, on our Manage Account page. You can also give our Customer Services team a call on 01252 812 271 (Option 6). Phone lines are open between 9am and 5pm Monday to Friday, excluding bank holidays.

This allows someone else to talk to us about your account without you being there.

You may find this helpful if you need some help managing your finances or find it difficult to speak to us about your situation. If you’re unwell, or your circumstances mean you can’t call us, you may find it reassuring to know someone else can do this for you.

There is more information about how to add a third-party authority to your account in the Third-Party Authority section of our Manage Account page.

CHL does not offer further advances.

For advice on new mortgages or remortgages you should speak to your Financial or Mortgage Adviser.

A Direct Debit is an easy and convenient way to make your payments. It means you don’t have to worry about forgetting to make your payment and if your payment amount changes, we’ll automatically update the Direct Debit so it collects the right amount. We’ll always write to you in advance to tell you that we’re going to do this.

You should allow 8 working days for us to set up a new Direct Debit. If your next payment is due before then, you should make it in a different way. We’ll send you a letter to tell you when we’ve set your Direct Debit up.

A bank transfer is a single payment set up through your bank. You can set one up online, in branch or over the phone. You choose when and how much you pay.

If you’d like to pay by bank transfer, please give us a call on 01252 812 271 (Option 6). Or you can email us at [email protected].

Standing orders are automatic, regular payments set up through your bank. You can set one up to make your monthly payment online, in branch or over the phone. You choose when to pay and can change or cancel it at any time. If your monthly payment changes, you’ll need to change your standing order with your bank.

If you’d like to pay by standing order, please give us a call on 01252 812 271 (Option 6). Or you can email us at [email protected].

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

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.

There are details on how to do this in the Making overpayments section of our Manage Acoount page. You can also call our Customer Services team to discuss overpayment options on 01252 812 271 (Option 6). Phone lines are open between 9am and 5pm Monday to Friday, excluding bank holidays.

There are several ways you can make your monthly mortgage payments:

• Automated Card Payment System (01252 812 271, Option 1)
• Direct Debit
• Bank Transfer/Standing Order
• Debit Card over the phone

There are further details in the Making payments section of our Manage Account page and in the Payment methods section of our FAQs.

Overpaying your mortgage means you can save money on the interest you pay. It can also help reduce the amount you need to pay back at the end of the term.

You can find out more about overpayment options in the Making overpayments section of our Manage Account page.

If you have an endowment policy, shares, Individual Savings Account (ISA) or other investment plan that you were saving for a rainy day, you might want to use this to reduce or pay off your mortgage.

Our automated payment line will only let you pay your monthly payment, unless we’ve agreed an arrangement with you to pay more than your normal monthly payment (for example, to clear payment shortfall on the account).

You can find out how to make overpayments in the Making overpayments section of our Manage Account page.

Early Repayment Charges vary between mortgage products, so please refer to your mortgage offer for details or call our Customer Services team on 01252 812 271 (Option 6). Phone lines are open between 9am and 5pm Monday to Friday, excluding bank holidays.

If you have an endowment policy, shares, Individual Savings Account (ISA) or other investment plan that you were saving for a rainy day, you might want to use this to reduce or pay off your mortgage.

If you plan to sell your home to pay off your interest only mortgage you will need to think about where you’re going to live.

You may wish to:

With each of these options (particularly the first two) you’ll need to make sure that you have enough equity in your property to make your plan work.

If you’re planning to sell your property, our team can help you answer these questions. Call them on 01252 812 271 (Option 6). Phone lines are open between 9am and 5pm Monday to Friday, excluding bank holidays.

If your plan is to sell your Buy-to-Let property to repay your interest only mortgage, you’ll need to check that the property’s value will clear the mortgage balance in full. You should also consider how long the property may take to sell and put it on the market in advance of your mortgage end date.

Our team can help answer any questions you have and provide you with an approximate outstanding balance. You can call them on 01252 812 271 (Option 6). Phone lines are open between 9am and 5pm Monday to Friday, excluding bank holidays.

Annual mortgage statements coincide with the UK tax year and are sent free of charge. They are received by the end of the first week of May for UK residents but may take a little longer if we’re using a correspondence address abroad.

Additional copies of mortgage statements can be prepared and can be requested by phone, email or post. A fee will be charged which is detailed in our Tariff of Mortgage Charges.

Since completion, fees may have been added to the mortgage account in line with the Tariff of Mortgage Charges or your mortgage offer. This can also include any costs incurred if we’ve needed to pay your ground rent and service charge to prevent forfeiture of the lease. Alternatively, the account may have been in payment shortfall at some stage.

If we hold a mobile number on your account we may contact you by SMS. Please note that the SMS will come from ‘CHLMORTGAGE’.

If you receive an SMS from us, please call us on either 01252 812 271 or 03330 148 048 to discuss your account. If you have recently discussed your account with us, you do not need to take any further action.

If you can afford your monthly payment or more, we may be able to agree a payment arrangement to help stabilise or reduce any outstanding payment shortfall. The amount we agree will be based on your individual circumstances and how much you can afford to pay.

If you’re unable to meet all or part of your Buy-to-Let mortgage payment, we might be able to accept a lower or even no payment for a period of time.

You can choose to voluntarily surrender the property (often known as ‘handing the keys back’). You should think very carefully before going ahead with this option.

If you’re unable to meet all or part of your mortgage payment, we might be able to accept a lower or even no payment for a period of time.

If you can afford your monthly payment or more, we may be able to agree a payment arrangement to help stabilise or reduce any outstanding payment shortfall. The amount we agree will be based on your individual circumstances and how much you can afford to pay.

If you have a repayment mortgage and either need a reduced payment for a period of time or want to repay payment shortfall at a faster pace, a temporary change in the type of mortgage you have – for example by temporarily converting a repayment mortgage to interest only – may be appropriate.

If you have a repayment mortgage and need longer than the existing term to pay back the mortgage balance or an outstanding payment shortfall, we may be able to agree a term extension.

If you are no longer able to afford to live in your home, we may be able to help you sell the property through our assisted voluntary sale scheme. You’ll be able to stay in your property while it’s on the market and you’ll stay in control of the sale process.

If you can no longer afford to make your mortgage payments but want to stay in your property and are resident in Scotland or Wales, you may be eligible for one of their mortgage rescue schemes. These schemes allow you to keep living in your own home as a tenant, part-owner or part-tenant.

If you live in Scotland, you can access more information on the Home Owners’ Support fund at www.mygov.scot/home-owners-support-fund

If you live in Wales, you can access more information on the Government Help to Stay scheme on the Welsh Government website.

You could convert all or part of your mortgage to repayment, so you pay off both the interest and the capital you’ve borrowed. This will increase your monthly payments, so we’d need to make sure that it’s affordable. You can speak to our team by calling 01252 812 271 (Option 6). Phone lines are open between 9am and 5pm Monday to Friday, excluding bank holidays.

You can find more information about switching to repayment in the Changing repayment type section of our Manage Account page.

Overpaying your mortgage means you can save money on the interest you pay. It can also help reduce the amount you need to pay back at the end of the term.

You can find out more about overpayment options in the Making overpayments section of our Manage Account page.

If you have an endowment policy, shares, Individual Savings Account (ISA) or other investment plan that you were saving for a rainy day, you might want to use this to reduce or pay off your mortgage.

If you plan to sell your home to pay off your interest only mortgage you will need to think about where you’re going to live.

You may wish to:

With each of these options (particularly the first two) you’ll need to make sure that you have enough equity in your property to make your plan work.

If you’re planning to sell your property, our team can help you answer these questions. Call them on 01252 812 271 (Option 6). Phone lines are open between 9am and 5pm Monday to Friday, excluding bank holidays.

If your plan is to sell your Buy-to-Let property to repay your interest only mortgage, you’ll need to check that the property’s value will clear the mortgage balance in full. You should also consider how long the property may take to sell and put it on the market in advance of your mortgage end date.

Our team can help answer any questions you have and provide you with an approximate outstanding balance. You can call them on 01252 812 271 (Option 6). Phone lines are open between 9am and 5pm Monday to Friday, excluding bank holidays.