- Ways to pay
- Document library
- How to make a complaint
- Frequently asked questions
Support for customers experiencing financial difficulties
We understand the worry and concern you may face if you’re experiencing difficulties in meeting your mortgage repayments. Please remember, our customer support team are here to try and help and the sooner we’re made aware of any problem, the quicker we’ll be able to offer support, and talk through the options that are available to you.
Information about the COVID-19 Support Scheme
The deadline to apply for a payment deferral under the COVID-19 Support Scheme was 31 March 2021. All payment deferrals arranged under the Scheme must have ended by 31 July 2021.
We understand you may be worried about the impact coronavirus (COVID-19) could be having on your finances. Please be assured we’re here to support you and will help you if we can.
A full list of frequently asked questions and answers is available here.
Details of support and assistance that may be available to you can be found here.
What to do if you are experiencing financial difficulties
If you’re concerned that you’ll be unable to meet your mortgage repayments now, or in the near future, please call us as soon as possible on 0800 781 8558.
Our customer support team are available between 8am and 6pm Monday to Friday, and 9am to 12pm Saturdays to help you further. For out of hours assistance you may find it useful to read our booklet 'Support with financial difficulties'. In addition, at the foot of the page we’ve listed a variety of third party websites and documents that offer free, additional support for when you need it most.
If you’re concerned about your ability to make future mortgage payments, either as a residential borrower, or as a buy to let borrower as a result of your tenant not paying you, we may be able to consider forbearance for a short period of time.
It’s important to remember that if we’re able to agree a temporary change to your mortgage payments, the amount unpaid is still owed, and if you pay less than the interest due, your mortgage balance will increase, as will the amount of interest you pay over the remaining term of the mortgage. We’ll also report the arrangement to the Credit Reference Agencies, which could affect your ability to borrow money in the future.
Information we’ll need from residential borrowers
To enable us to consider what support we can give you, we’ll need a full understanding of your current household income and expenditure. We’ve worked alongside Paylink Solutions to enable our customers across the Group to complete an online income and expenditure form.
Information we’ll need from buy to let borrowers
To enable us to consider what support we can give you, we’ll need a full understanding of your current circumstances, which may include a review of your personal finances as well as the issues with your rental income.
For customers who have less than three rental properties, we’ve worked alongside Paylink Solutions to enable our customers across the Group to complete an online income and expenditure form. If you’re unable to access the online income and expenditure form you can complete a manual income and expenditure form.
If you’re a portfolio landlord (three or more rental properties), the online facility may not be suitable to assess your circumstances however we’d still suggest you complete a manual income and expenditure form to aid the discussions.
Completing the online income and expenditure form
Please click here to access the system and the form. You'll be directed to an external website where you'll see reference to all brands within our Group. Charter Court Financial Services announced its combination with OneSavings Bank in 2019, a retail savings and specialist lending group with a family of distinct brands.
Completing this form and submitting it through the portal will allow us to assess the information before we call you to discuss the matter further. We aim to deal with all requests within 5 working days. If you haven’t heard from us in this time please call our team on 0800 781 8558.
If you’re unable to access the online income and expenditure form you can complete a manual income and expenditure form by clicking here.
Once completed you can email the form to us at [email protected]. Please be aware that this is an unencrypted mailbox and any personal information sent to it will not be secure.
Alternatively, you can return the completed form to us by post at the address below. We’re aware that there may be delays to the postal service across the country and whilst we’re not currently experiencing these delays, we’ll be sure to keep you updated should this change.
PO Box 6075,
A member of our team will call you within 7 working days to discuss your request further.
Should you have any questions before completing either form please see our frequently asked questions or contact us directly.
If we’re unable to offer assistance our team will provide guidance on what steps you need to take and may suggest that you seek independent financial advice. We cannot offer advice about debts you hold with other organisations. In such instances, you should speak to the organisation involved and/or approach an independent free debt advice service. Contact details for some of these services are listed below. There are also a number of self-help tools, money guidance sites or debt advice options which are available to you at the foot of this page.
Additional help and support
The Money and Pension Advice Service have created a Money Navigation Tool for those affected financially by COVID-19.
Below are some additional links to debt advice organisations where free advice and support is available.
Financial support charities
Personal advice websites
- Money Saving Expert
- Gingerbread - advice for single parent families
- Domestic Abuse Support