FAQs

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.