How can we help you?

Unpaid Direct Debits will cause your mortgage to fall into excess/arrears, so it's important to make your payment as soon as possible. This could also have a negative impact on your credit file.

The main reason for Direct Debits being returned as unpaid is because there were insufficient funds in the bank account on the day the Direct Debit was due. However, there are other reasons too. Check the balance in your account for that day and see if funds were available. If there were, contact us to make sure that we have the correct details on file for you and/or the Direct Debit is still active.

If the payment is returned as unpaid with the answer 'refer to payer' (please contact your Bank if you need to confirm this), we'll automatically re-present the Direct debit ten working days later. Providing there are funds in your account when we re-present the payment again, there is no need to make a manual payment.

If you do need to make a missed or manual payment you can Log onto Manage Your Mortgage (opens in a new window) which is our online mortgage service.

 Just select 'My payments and services' from the main menu, followed by 'My payments'. The option "Make a payment (Overpayment, missed mortgage payment or manual mortgage payment)" is the one you need.

If you have any queries or you'd like to discuss your own situation further, please contact our Mortgage Team via online chat in Manage Your Mortgage (opens in a new window), who’ll be happy to help you.

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