Existing mortgage customer questions

• If I am on SVR or my current deal is ending: how do I switch to a new deal?
• Why is the new rate you're offering different to my previous rate?
• Can I move home and keep my current mortgage?
• What if I am having trouble paying my mortgage?
• What is an early repayment charge and how much is mine?
• How can I find out my current mortgage balance?
• Why am I charged a fee on a new mortgage?
• How can I compare my NatWest mortgage with other mortgage deals?
• How do I arrange a new mortgage deal?
• I'm an existing customer, what am I eligible for?
• What is a Main Bank customer and are there any benefits?
• What happens when my deal comes to an end?
• What is a multiple part mortgage?
• Why is your current range of interest rates significantly different to the one I have been on?
• Can I move home and keep my current mortgage?
• What is an early repayment charge and how much is mine?
• How can I find out my current mortgage balance?
• Why am I charged a fee on a new mortgage?
• How can I compare my NatWest mortgage with other mortgage deals?

There are many ways to switch your mortgage deal. Simply call us or visit your local branch. You may also be able to switch online, to find out more visit our Online Switcher.

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The rates we offer are related to the Bank of England base rate and interest rates in general. As these rates move up and down over time, the rates we can offer you also move up and down.

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Yes. We can move your mortgage to your new home. There's also the potential to arrange additional borrowing to cover any extra costs for the new property.

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If you are having trouble paying your mortgage, we will treat you fairly.

We will:

• contact you as soon as possible to discuss your problem;
• talk to agencies who give advice (for example, Citizens’ Advice) and are acting on your behalf if you want us to;
• give you a reasonable time to pay back the debt; and
• only start proceedings to repossess your home if we cannot solve the problem with you.

We might be able to:

• arrange a new payment plan with you taking your and our interests into account;
• change the way you make your payments or the date you make them;
• allow you to pay back your mortgage over a longer period of time (which could reduce your monthly payments). This may increase the total amount you pay back; or
• change the type of mortgage.

If we cannot do any of these things, we will tell you why. If we can make one of these arrangements with you, we will explain how it would work and give you an agreed period of time to consider it first.

What you can do to help us:

• Tell us as soon as possible if you are having problems repaying your mortgage, or anticipate having problems.
• Get in touch with us quickly if we try to contact you.
• Make sure you keep any other people paying the mortgage, and anyone guaranteeing the mortgage, up to date with what is happening.
• Keep to the payment plan we agree with you. If you do not make the payments, we might have to go to court to get back any money you owe us or to repossess your property.
• Check whether you can get any state benefits or tax credits.
• If you have an insurance policy, check whether it would help with your payments.
• Tell us if you move to a new address.

You may want to talk to a professional adviser, such as a debt counsellor or a lawyer, before you change your mortgage arrangements.

Costs and charges

We may charge you for administrative and legal costs. We will tell you the amount you will have to pay.

If we cannot agree on a solution

• If we cannot agree on a payment plan with you, we may go to court to start proceedings to repossess your home.
• We will keep trying to solve the problem with you, by talking to you about a payment plan, throughout the process or assisting you with the sale of your property.
• Before we repossess your home, we will give you advice about getting in touch with your local authority to see if they can find you somewhere else to live.

If we repossess your home

• We will sell it for the best price we can reasonably get. We will try to sell it as soon as possible.
• We will give you reasonable time to take your possessions from your home.
• We will use the money raised from selling your home to pay your mortgage first, then any other loans or charges secured on the property.
• If there is any money left over, we will pay it to you.

If selling your home does not raise enough money to pay off the mortgage

• If there is not enough money from the sale to pay the whole mortgage, you will still owe us the amount that is left. We will tell you what this is as soon as possible and contact you for you to arrange to pay back what you still owe.
• If you bought your home with other people, each of you is responsible for all the money borrowed. This is true even if you normally only pay part of the mortgage.
• We will take account of your income and outgoings when we arrange a payment plan with you. But if we cannot arrange a suitable plan, we may go to court to get our money back. You might have to pay the court costs.
• Not being able to pay off your mortgage could affect whether you are able to get credit in future.

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Most mortgage providers apply an early repayment charge if you decide to end your deal while you're within the deal period.

The charge is usually a percentage of the outstanding mortgage balance - for example, 3% of £100,000 (which would be £3,000).

You need to decide whether it's better in the long run to stay on your current deal or to end your deal early and pay the early repayment charge. Give us a call to find out more.

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Give our dedicated UK-based existing customer team a call on 0800 092 9585 (minicom 0800 917 0789).

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The fee is a part of the mortgage deal.

Remember, you can always add your fee to the mortgage - although interest will then be charged on your mortgage balance, including the fee.

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If you're considering moving to another mortgage provider, don't just look at the monthly repayments.

Many mortgages come with substantial arrangement, legal, valuation and other fees. There could also be an early repayment charge. So although a deal may look cheaper, the truth could be very different.

Simply call us on 0800 092 9585 (minicom 0800 917 0789) to talk through the options.

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