What happens if my reference number is incorrect when I make a mortgage manual payment?
If you've sent us a payment quoting the wrong mortgage reference number, we won't be able to apply the funds to your mortgage account. Funds that can't be applied will be returned to the initiating bank account within 5 working days.
When you next make a payment, the quickest way is online using our self service platform 'Manage my Mortgage'. This way all of your payment details will be correct and it’s usually applied to your mortgage account in just a few hours. You'll also receive email confirmation that the payment was successful for peace of mind.
You can find 'Manage my Mortgage' in the NatWest app or Online Banking. If you haven't used them yet, here's some guidance(opens in a new window) on how to access them. It doesn't matter whether you have other NatWest accounts or just a mortgage. If an app isn't for you, you can also use Manage Your Mortgage (opens in a new window) where you can just see your mortgage account.
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 are making a payment towards your monthly payment then choose 'Make a missed mortgage payment or manual mortgage payment'. If you'd like to overpay your mortgage, choose 'Lump sum overpayment'.
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 my Mortgage', who'll be happy to help you.
