Mortgage retention

We have a dedicated retention line for intermediaries, who have a query from a customer wanting information about the products available to them for a new deal with Abbey.

As our rates are specific to individual customers, please ensure you have their mortgage account details to hand.

Our telephone number is 0845 609 0454

There are then two options:

• Press 1 If you are enquiring about mortgage rates available for existing customers and your client is present
• Press 2 If you are enquiring about mortgage rates available for existing customers and your client is not present, but we must already have received your customer’s written authority to act on their behalf

We will be able to give you an indication of the products and rates available to your client, however if your client wishes to proceed we will need to speak with them to complete the process.

If your customer wishes to take out a Further Advance, they need to phone 0800 587 5023. This is a customer only telephone number.

Further information

Products can be booked by the customer ahead of their maturity date:

• Fixed rate products have completion deadlines of up to 4 months, with slightly better rates for the shorter completion deadlines (e.g. for customers already on SVR)
• Variable rate products have completion deadlines of up to 6 months

If we have mailed an exclusive product offer to a customer, this is likely to be only available for a limited period and will be explained in our letter.

We will always quote the best products available at that time; obviously our rates change regularly, whether up or down and will have a variety of fee and rate options

All customers can have paperwork sent to them to be signed and returned within 14 days. Conversion to the new product will take place upon receipt if customers are free to transfer or have agreed to pay any Early Repayment Charges, or alternatively at maturity.

Some products are eligible for a non signature process, whereby the transfer will take place on the 15th day (or date of maturity if sooner) after agreeing to the switch (our Retention Advisers will confirm eligibility).

Remember, we do not pay procuration fees for mortgage retention.