Personal Mortgages

Contact Us

Family Finance no longer offer personal mortgages. If you have an existing personal mortgage with us and have a question you can see whether the information below answers your question, if not please contact us



What happens if I am experiencing difficulties at the moment?

If you are experiencing any sort of difficulty from financial to bereavement, or even just problems associated with your mental health then you can find useful information here. If you are having problems specifically related to paying your mortgage you may find useful information here.

We appreciate that life changes can impact our customers circumstances in various ways. Our relationship with our customers helps us to identify and understand the pressures and issues some customers may face.

If you have any particular needs which you want to make us aware of, please let us know.

If your circumstances have changed and you are worried that you won’t be able to keep up with your loan payments now or in the future please contact us on Family Finance Customer Support Team

Tel: 01495 717171


(lines are open 9am-5pm Monday to Friday) (9am-12 Noon Saturday)

Supporting you in difficult times

Click here to see how we can support you in difficult times.

We understand that in some cases it may be beneficial for our customers to gain professional support to help manage the challenges that they face.

We have created a list of organisations providing specialist help, to make it easier for you to get the support you need.

Please view the list below to access contact details and links for a range of professional support organisations, and remember to speak to us as early as possible about your situation. We will always try to help.
Life Events

I’ve just received an arrears letter and I don’t know what to do?

A statutory arrears letter will be sent after you miss 2 contractual payments and will be sent every quarter until you are up to date again. We may send other letters periodically as a reminder, or if we have been unable to contact you by phone. If you have received an arrears letter and you are unsure what it means for you, please contact us on 01495 717171, we are here to help.

What happens if I can’t make a payment or my payment is late?

We do have to make you aware any late payments will show on your credit file, if you set up a payment plan with us then although you will show as late on your credit file, it will show that you have an arrangement in place.  Note: As a result of late payments your account balance will increase due to additional interest accruing on the total amount of the payments overdue. It will also take you longer to pay off your account, unless you choose to repay the late payments and the additional accrued interest prior to the end of the existing term.  The sooner you pay off the overdue payments, the lower the amount of extra interest you will have to pay.  The terms and conditions of your mortgage contract remain unchanged.

Contact us on 01495 717171, we are here to help.

How can I find out what I owe?

We send you out an annual statement in August each year but if you’d like a more up to date balance then contact us on 01495 717171, we are here to help.

CPA Collections & Card Payments Policy

Click here to find out more about CPA Collections & Card Payments Policy.

Can I pay off my mortgage early?

Contact us on 01495 717171 and we can discuss the redemption figure for paying off your mortgage early.

Family Finance jargon buster

Click here to see our jargon buster

How do I make a complaint?

Click here for details on how to make a complaint.

Things to remember

Before applying for finance, you should take time to consider whether the product is suitable and affordable to you and how you would manage the repayments if your circumstances changed. Failing to keep up with payments can have an adverse affect on your credit score.