Financial difficulty

I'm having trouble paying my mortgage

We're here to help

If you’ve already missed a mortgage payment (or you know you’re going to), please get in touch with us as soon as possible.

Start a chat through one of the three options below, quoting ‘struggling financially’ to get the conversation going.

If you’ve missed a payment, you may need to use our online affordability tool to help give us a clear picture of your finances. You can do this before getting in touch but don’t worry, we’ll be able to help if you have any questions.

Ways to speak to us

Mobile app

Go to the home screen of your mobile banking app. Tap ‘Help’ at the bottom of the screen, then 'Message us' to start a chat, quoting 'struggling financially'. Criteria apply.

Online Banking

Log into Online Banking. From your home screen, click ‘Chat Now’ to start a chat, quoting 'struggling financially'. Criteria apply.

Our website

You can find Cora on the bottom right of your screen waiting to help on some of our web pages (including this one). Quote 'struggling financially' when starting the chat.

I've already missed one or more mortgage payments

We understand that during times like these it can feel easier to avoid a conversation and hope the situation improves, but it's really important that you get in touch with us so we can help.

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I know I'm going to miss a mortgage payment soon

It's really important for you to understand what options are available to you. You can find out more by looking at our commonly asked questions.

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I'm worried I might miss a mortgage payment in the future

We've got lots of tools and tips to help you take control of your finances. Our Managing your money guide is a great place to start.

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Common questions and how we can help

Free, confidential money advice

As well as speaking to us about your money worries, you may like to get some independent debt advice. We’re partnered with PayPlan (a third-party company) whose friendly service is completely free of charge. They can work with you to put together a personalised action plan to help you get back in control of your finances. 

Other independent organisations who can help

Struggling to pay my mortgage | Mortgage arrears | NatWest

Citizens Advice

Free advice on debt, benefits, housing, legal matters, employment and general consumer advice.


Free advice on debt, divorce/separation, setting up a new home, care & disability.


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Struggling to pay my mortgage | Mortgage arrears | NatWest


Free advice on housing, debt, benefits, eviction & homelessness.

National Debt Line

Free and confidential advice on debt.

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