Mortgage Customers in financial difficulty between 2011 and 2015

11th June 2020

Today, the Financial Conduct Authority (FCA) has published the findings of their investigation into the way we served mortgage customers who were experiencing financial difficulty between 2011 and 2015.

The investigation found that we didn’t always provide the right level of support to customers in mortgage arrears during this period. This included how we discussed the options available to them or agreed the best course of action. For some customers this meant they entered into payment agreements that weren’t suitable.

Customers do not need to take any further action.

We’ve written to all customers impacted by this and refunded anyone that we charged mortgage arrears fees to. Customers don’t need to take any further action.

We’re sorry for what happened and, since then, have taken a number of significant steps to improve how we support our mortgage customers who may be experiencing financial difficulty.

We're here to help if you need us

We appreciate it can be difficult to talk about money, but we’re always here to help. For more information, you can visit the Money Worries section of our website.