Online Banking service - Flexible Mortgage Help

Introduction

The Santander e-mortgage service allows you to manage your mortgage wherever you are and whenever it is convenient to you. Most transactions will be done instantly, for example when we change your Direct Debit payment. However, because we feel it is frustrating if this change does not catch your next payment the system will calculate the next 3 'available' start dates for you to choose when you would like an arrangement to start.

The e-mortgage service will fully validate your transaction request online. This means that if you request a payment holiday for longer than you have funds available, we will let you know immediately so that you can choose again. This means you will never be in the situation of not knowing whether a transaction is possible or not! It also means that you will never accidentally go over any of your limits.

You will receive a unique transaction reference number after you send a transaction to us. If you do not receive this for any reason, you know we have not received your request.

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Help

For help and information on using the Santander e-mortgage service please use this online user guide which covers all the sections within the service. To assist you in locating a specific help, please use the list at the top of the page. Throughout the service you will also find more info icons which you can click on for guidance. These are designed to answer questions you may have at a particular point in a transaction.

Help lines

If you have any further questions relating to your Flexible Mortgage, please call us on 0845 600 0346. This line is open from 8am until 7pm from Monday to Friday and 9am to 2pm on Saturdays.

If you have any technical problems relating to the e-mortgage service please see our Frequently Asked Questions section or call the Santander support line on 0845 600 4388, which is open from 7am until 11pm 7 days a week.To help us improve our service we may monitor phone calls.

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Frequently Asked Questions

If I have a joint mortgage, can we both register for online access?

Yes, in fact up to 4 borrowers on the mortgage can register to use the e-mortgage service. Each will be given their own individual Personal ID, Passcode and Registration Number to access the e-mortgage service.

You can register for the e-mortgage service by phoning us on 0845 600 0346. This line is open from 8am until 7pm from Monday to Friday and 9am to 2pm on Saturdays. You may find it useful to read the View and Transact and View Only section of this user guide before you call.

Is there any charge for using the e-mortgage service?

The online Flexible mortgage service is free, there are no set up charges or annual fees to pay. There is no charge for using the online support line other than the cost of the telephone call. Calls made via a landline are charged at local rate. Mobile phone tariffs may vary. Normal ISP charges will apply for your internet use. Please see the charges section for details of the normal charges that apply to the Flexible mortgage.

Can I send you an e-mail and where shall I send it?

To e-mail us, click the personal homepage link then click on the contact us button.Please do not send any personal details or account numbers via e-mail.

What happens if I make a mistake on the Internet?

It is very hard to make a mistake on the Internet as all transactions require you to check and confirm the details you have input. You will also be given a reference number after every transaction. Please remember that we will not have received your transaction unless you are given this number. You can always cancel an arrangement in the current arrangements section. If you have further questions, please call us on 0845 600 0346.

What transactions can I make using the e-mortgage service?

Any transactions that you could normally request via the postal service or over the phone. In fact, the online service gives you the opportunity to do more things, such as view current arrangements and use the 'show me' facility to check the costs and benefits of an option before deciding to go ahead. This user guide will tell you everything you need to know about each transaction.

How long will it take to process my transaction request?

You are told at the beginning and end of a transaction how long it will take to be processed by Santander. However, most requests take place immediately. Please see individual sections of this User guide for specific transaction times.

How do I increase my credit limit?

(Your credit limit is a combination of your mortgage loan and available funds.)

You can do this by calling the mortgage application line on 0845 555 100. This line is open from 8am to 9pm from Monday to Friday and 8am to 4pm on Saturdays.

How can I change my repayment method?

When you request a lump sum from available funds, if you wish to change from your default repayment method, you have a period of 48 hours in which to do so, without incurring a charge, just call us on 0845 600 0346. This line is open 8am to 7pm Monday to Friday and 9am to 2pm Saturdays. If you wish to change your repayment method(s) at any other time, this change will be subject to a fee (please refer to Additional Services & Tariff of Charges for details).

How will I know whether I have sufficient funds to carry out a transaction?

The e-mortgage service will fully validate your transaction request online. This means that if you request a payment holiday for longer than you have funds available, we will let you know immediately online so that you can choose again. This means you will never be in the situation of not knowing whether a transaction is possible or not!

How do I apply for an available funds facility if I do not already have one?

You can apply for an available funds facility if your loan to the value (LTV) of your house is less than 90%. For additional information please call the mortgage helpline on 0845 600 0346. This line is open from 8am until 7pm from Monday to Friday and 9am to 2pm on Saturdays. See the increase my limit section if you already have an available funds facility, but want to increase your limit.

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View and Transact and View Only

As either a single or joint borrower, you can choose the level of online access you feel comfortable with. Here are the services that are available with each level of online service:

View Only:

  • Balances
  • Summary statement
  • Current arrangements
  • Order a statement
  • Current payments
  • Increase my limit

View and Transact, view only services plus:

  • Pay more each month
  • Pay less each month
  • Pay fixed each month
  • Lump sum payments
  • Payment holiday
  • Withdraw Money
  • All show me's

The View and Transact service allows you full access to everything the e-mortgage service offers. Each borrower will be registered individually and will have their own set of security details to access the service. As a joint borrower you will be liable for transactions that are requested by a fellow joint borrower if you have a View and Transact service.

Of course, the e-mortgage service is covered by our Peace of mind Guarantee which can be found in the security section of this user guide.

You can change the level of online service at any time from View Only to View and Transact, or vice versa, by calling our mortgage helpline on 0845 600 0346. This line is open from 8am until 7pm from Monday to Friday and 9am to 2pm on Saturdays.

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Security

Peace of Mind Guarantee:

We take security very seriously and place the highest of priorities on protecting customer information. The identity of customers using the Santander online service is confirmed through the dual use of Passcodes and Registration Numbers, which have been designed in accordance with financial industry standards and best practice.

All information passed between Santander and customers using the Santander online service is sent using strong industry standard encryption technology.

What's more, we will cover any fraudulent losses from use of the Santander online service - guaranteed. Just as long as you have taken the necessary safeguards to keep your Passcode and Registration Number secret and haven't deliberately involved yourself in fraud. The guarantee does not apply to withdrawals by one joint borrower acting without the agreement of the other. Please see the online terms and conditions for full details.

Lost or Stolen Passcode and Registration Number:

If your security details have been lost or stolen, or you are concerned that your passcode or registration number may be known by another person, new security details can be requested by calling our mortgage helpline on 0845 600 0346. This line is open 8am to 7pm Monday to Friday and 9am to 2pm Saturdays. An immediate stop will be placed on your existing credentials.

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Screen Information

Your repayment method:

Capital and Interest:You repay the capital and interest on the mortgage by regular monthly payments. In the early years of a new mortgage, the balance reduces slowly. As maturity of the loan nears, the proportion of capital paid off each month increases until the mortgage is cleared.

Interest Only:You make monthly interest payments to us and repay the capital balance at the end of the term by some other means of payment. You will need to ensure that you have a suitable investment to provide the funds to repay the capital balance.

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Balances

Here you can check all the balances on your mortgage and the interest rate you are paying. If you have any arrears, these will also be displayed.

You can use the show me button in the balances section to see a snapshot of your mortgage and see the differences your currents arrangements have already made.

Other information on this screen:

  • Credit Limit: Your credit limit will normally show the total amount of your mortgage loan balance and available funds.
  • Mortgage Balance: Your mortgage balance will change as money is drawn from your available funds (lump sum request, underpayments and payment holidays) and when repayments and capital reductions are made. It will not change when overpayments, or underpayments or payments holidays are taken and funded via your savings.
  • Available Funds facility: You can access your available funds online and you will receive them by close of business on the next bank working day. Your available funds are a simple and cost effective way of financing your plans - whether you use them to build an extension or to celebrate with the holiday of a lifetime - the flexibility is yours!
  • Please Note:
    The available funds are only available as part of a flexible mortgage if your loan to value is less than 90%. For additional information please call 0845 600 0346. This line is open from 8am to 7pm from Monday to Friday and 9am to 2pm on Saturdays.
  • Savings Balance: Your savings balance will be the total amount of any overpayments and deposits you have made.
  • Arrears: If you have arrears on your mortgage, please contact our Debt Management helpline on 0845 607 0002 to discuss the way forward.

This line is open from 9am to 9pm from Monday to Thursday, 8am to 5pm on Friday and 8am to 2.30pm on Saturday. Until any arrears have been cleared, you will not be able to request any payment changes using the e-mortgage service.

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Summary Statement

Here you will find online access to your mortgage loan summary statement which contains the last six months of debits and credits on your mortgage, up to a maximum of sixty transactions. You will also be able to view your available funds and check the last six interest changes on your account.

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Current Arrangements

Here you can view the current arrangements that you have in place, up to a maximum of twenty arrangements. You will be able to see a new arrangement here as soon as we have accepted your transaction and it will remain here until the last payment has been taken. For regular payments such as pay more each month, you can check when an arrangement started, how long it is for and the amounts involved. Lump sum transactions will show you the date the transaction was accepted and will show as pending until the money has been transferred to or from your mortgage. It will then show on your summary statement as either a debit or credit so you can easily keep track.

You can cancel an arrangement at any time by clicking on the radio button next to it and clicking the cancel arrangement button. If there is no radio button next to an arrangement this means it cannot be cancelled. This is usually because your last payment is less that 5 working days away and we cannot catch your Direct Debit payment in time. Lump sum payments and request a lump sum payments cannot be cancelled online and you should contact us on 0845 600 0346 to stop your payment.

You should always cancel an arrangement that you no longer need. However, you can set up an arrangement which overrides part of an existing arrangement. For example, if you have an arrangement to pay less each month by £100 over 12 months, but would like to take 1 month within this period as a payment holiday, you can. These will be displayed as 3 separate arrangements so that you can keep track of your payments in the order that they will happen.

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Order a Statement

Here you can order a statement for your records. This is not a duplicate of your normal statement as you can choose the specific dates you would like the statement to cover. We will check that your chosen dates are not earlier than your completion date and no later than today's date. A £10 charge is made for each statement and this will be added to your next available mortgage payment.

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Current Payments

Here you can check your next six normal payments and your next six chosen payments. A more info link is available to tell you more about these payments. Also, the more details link will give you a breakdown of the normal payment, telling you how much is due on the mortgage loan and how much is due on the available funds facility.

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Pay more each month

This section allows you to pay more each month into your mortgage by increasing your monthly Direct Debit payment. There is no minimum amount to pay more by and you can choose when you would like it to start, a choice of your next 3 payment dates and how long you would like it to continue, either a period of 1 to 12 months or on an ongoing basis. These overpayments will automatically be credited to your savings, which will thereby reduce your interest payments and mortgage term.

Help completing this page:

Enter the additional amount you wish to pay in the boxes provided (pounds in the first box, pence in the second).
Choose when you would like to start paying more by selecting an option from the drop down menu. Choose the length of time you wish to continue paying more for, by selecting an option from the second drop down menu.
Once you have entered all the required information, click on the 'submit' button to proceed.

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Pay less each month.

This section allows you to pay less each month into your mortgage by decreasing your monthly Direct Debit payment. You can pay less by any amount that is less than your normal payment and you can choose when you would like it to start, a choice of your next 3 payment dates and how long you would like it to continue for, for a period of 1 to 12 months. We will also ask you where you would like to fund your underpayment from, either your savings or your available funds. The system will only display valid options for you, so if you do not have any available funds in your mortgage loan, the option will not appear. We will let you know immediately if you do not have sufficient funds for a transaction, so that you can choose again. Also, if during the period of your arrangement, you use all your savings , and your arrangement to underpay is still ongoing we will automatically fund the remainder of your pay less arrangement from your available funds and vice versa.

Other information on this screen:

Savings: Any underpayments on from the mortgage loan can be taken from the saving funds you have previously built up. Your saving funds are a convenient way to fund underpayments or payment holidays at any time.

We will not change your normal payment. Your saving funds will be used to fund your underpayment until they run out. If your arrangement is still going, we will use your available funds for the remaining period of the arrangement.

My Available Funds: You can use your available funds to fund underpayments or payment holidays at any time, up to your Available credit limit.

By increasing the amount of available funds you are borrowing, your payment will increase accordingly. If you run out of available funds and your arrangement is still going, we will use your overpaid funds for the remaining period of the arrangement.

Help completing this page:

Enter the amount by which you wish to pay less in the first blank boxes (pounds in the first box, pence in the second).
Choose when you would like to start paying less by selecting an option from the drop down menu.Next, choose how long you would like the underpayment to continue for by selecting an option from the second drop down menu.You can fund your underpayment from either, the available funds in your mortgage loan or from savings that you have in your mortgage account.
You can choose by clicking in the circle next to one of the options.
Once you have entered all the required information, click on the "submit" button to proceed.

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Pay fixed each month

This section allows you to set up an arrangement to pay a fixed amount each month, regardless of whether this may be an overpayment or an underpayment at different times. You choose when you would like it to start, a choice of your next 3 payment dates and how long you would like it to continue for from a period of 1 to 12 months. We will also ask you which part of your loan you would like to use for your fixed payment.

Other information on this screen:

My Savings:
For times when your fixed payment is more than your normal payment.

Please note, changes to interest rates will not affect this fixed payment. Therefore, if interest rates increase you may be underpaying on your mortgage loan for the time period you selected.

Any overpayments directed towards the mortgage loan will be added to your saving funds. You can use your saving funds as a convenient way to fund underpayments or payment holidays in the future.

We will not change your normal payment. Your saving funds will count towards reducing the interest charged on your mortgage loan and the interest that is due will become less as the amount of your savings funds increases.

For times when your fixed payment is less than your normal payment.

Please note, changes to interest rates will not affect this fixed payment.

If you select a fixed payment which is less than your mortgage repayment amount, you need to have sufficient Savings. To check your Savings, go to the balances page.

Any underpayments on your mortgage loan can be taken from the saving funds you have previously build up. Your saving funds are a convenient way to fund underpayments or payment holidays at any time.

We will not change your normal payment. Your saving funds will be used to fund your underpayment until they run out. If your arrangement is still on going, we will use your available funds for the remaining period of the arrangement.

My Available Funds:
For times when your fixed payment is more than your normal payment.

Please note, changes to the interest rates will not affect this fixed payment. Therefore, if interest rates increase you may be underpaying on your mortgage loan for the time period you selected.

Any overpayments will automatically be added to your Savings funds.

For times when your fixed payment is less than your normal payment.

Please note, changes to the interest rates will not affect this fixed payment.

If you select a fixed payment which is less than your mortgage repayment amount, you need to have sufficient available funds. To check your available funds go to the balances page.

You can use your available funds to fund underpayments or payment holidays at any time, up to the limit of your Credit limit.

By increasing the amount of available funds you are borrowing, your payment will increase accordingly. You need to consider that interest rates could increase and if you run out of available funds and your arrangement is still on going, you will fall into arrears.

Help completing this page:

Enter the fixed amount which you wish to pay in the first blank boxes (pounds in the first box, pence in the second).
Choose when you would like the fixed payment to start by selecting one of the options in the drop down menu. Select for how long you wish the fixed payment to continue by using the drop down menu.
The fixed payment may at times be less than your normal payment. You will need to choose where to fund any underpayments from. Underpayments can be funded from either the available funds in your mortgage loan or from savings that you have in your mortgage account. To choose, highlight a circle next to one of the options.
Once you have entered all the required information, click on the "submit" button to proceed.

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Lump sum payments

Your lump sum payment will be added to your savings pot and used to reduce the interest charged on your mortgage loan. You can make withdrawals free of charge at any time from your savings pot or use it as a convenient way to fund underpayments or payment holidays in the future.

If you would prefer your lump sum payment to reduce your mortgage loan, i.e. make a ‘capital reduction’, please call 0845 6000 346 once you have entered and submitted the details of the lump sum payment request.

Help completing this page:

Enter the fixed amount which you wish to pay in the first blank boxes (pounds in the first box, pence in the second).
Next, select the account where the lump sum is coming from using the drop down menu.
Once you have entered and selected all Information required, click on the submit button to proceed.

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Payment holiday

This section allows you to arrange a payment holiday. You can choose when you would like it to start, a choice of your next 3 payment dates and how long you would like it to continue for, from a period of 1 to 12 months. We will also ask you where you would like to fund your underpayment from, either your savings or your available funds. The system will only display valid options for you, so if you do not have any savings, the option will not appear. We will let you know immediately if you do not have sufficient funds for a transaction so that you can choose again. Also, if during the period of your arrangement, you use all of your savings, and your arrangement to underpay is still ongoing we will automatically fund the remainder of your payment holiday from your available funds and vice versa.

In order to take a payment holiday you need to have sufficient available funds. To check your available funds, go to the 'balances' page. Requests must be received 7 days in advance of the next repayment due date.

Other information on this screen:

My Savings:Any payment holiday funded from the mortgage loan will be taken from the saving funds you have previously built up. Your saving funds are a convenient way to fund underpayments or payment holidays at any time.

We will not change your normal payment. Your saving funds will be used to fund your underpayment until they run out. If your arrangement is still going, we will use your available funds for the remaining period of the arrangement.

My Available Funds:You can use your available funds to fund underpayments or payment holidays at any time, up to the limit of your available funds.

If you borrow from your available funds, your normal payment will increase accordingly. If you use all of your available funds and your arrangement is still on-going, we will use any overpaid funds you have for the remaining period of the arrangement.

Help completing this page:

Select the date when you would like the payment holiday to start from by choosing an option in the drop down menu.
Next choose how long you would like the payment holiday to continue for by selecting an option from the second drop down menu.You can fund your payment holiday from either the available funds in your mortgage loan or from savings that you have in your mortage account. You need to select one of these by highlighting a circle next to one of the options.
Once you have entered and selected all information required, click on the "submit" button to proceed.

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Withdraw Money

Here you can withdraw money from your available funds, to be paid into your mortgage Direct Debit account. You will also have the choice of requesting a lump sum to be paid into one of your online banking accounts if your online banking card has already been linked to your Personal ID. You can request a lump sum from a minimum of £500 to all of your available funds, once all existing arrangements have been taken into account. We will let you know immediately if you do not have sufficient funds for a transaction so that you can choose again. Your lump sum will be paid to you by close of business the next bank working day.

Other information on this screen:

My Savings: Any withdrawals funded from your savings will be taken from the savings funds you have previously built up. We will not change your normal payment. Please note that if you request a withdrawal from your savings and there are insufficient funds, the remaining amount is taken from available funds.

My Available Funds:You can use your available funds to fund withdrawals at any time, up to your available funds limit. By increasing the amount of available funds you are borrowing, your payment will increase accordingly.

Please note that if you request a withdrawal from your available funds in excess of the amount available, the remaining amount is taken from your savings.

Help completing this page:

Enter the sum you wish to request in the first blank boxes (pounds in the first box, pence in the second).
Next, select where you would like the lump sum to be transferred to by choosing from the drop down menu. You can request a lump sum from either the available funds in your mortgage loan or from savings that you have in your mortgage account. You need to select one of these by highlighting a circle next to one of the options.
Once you have entered and selected all Information required, click on the submit button to proceed.

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Increase My Credit Limit

Here you can request an application form to apply for an increase to your Credit Limit and thereby the amount of your available funds. This form will be sent to your home address. An available funds facility has a maximum limit of 90% loan to the value (LTV) of your home. However, this form can only be used if you have an agreed available funds facility already. If you do not have this facility, please call our mortgage helpline on 0845 600 0346. This line is open from 8am until 7pm from Monday to Friday and 9am to 2pm on Saturdays.

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Show Me

The show me facility shows you how a Flexible mortgage could work for you. A show me facility is available within each section to assess the costs and benefits of a Flexible payment before going ahead. Use the show me facility to find exactly the right Flexible payment for you, comparing the interest saved, time saved and your new normal and chosen payments for each Flexible option.

The show me facility is a guide only, not a quotation. Please click on the assumptions link in each show me for a full guide to the assumptions Show me is based upon.

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Charges

The online flexible mortgage service is free, there are no set up charges or annual fees to pay. The normal flexible mortgage charges (that is charges that would apply irrespective of whether you are accessing your flexible mortgage off or online), will apply and we will always tell you if a charge is payable before you submit a transaction to us. You will always have the first 3 arrangements to pay less, take a payment holiday or request a lump sum free each calendar year. After this, a small fee is payable for each arrangement of this type which you will be notified about on the confirmation screen. There is no charge for arrangements to pay more or make a lump sum payment. There are no charges for any transactions which are funded from your savings.