Contact us in a way that suits you
Whether it’s over the phone, by video, or in branch, speaking to one of our mortgage advisers has never been easier. Simply choose how you’d like to talk to us.
See if we can answer your query more quickly with our common questions below.
1. Could my mortgage offer be withdrawn if changes are made to the Lloyds Bank mortgage range?
If you’ve completed your mortgage application with us and received a formal mortgage offer, any changes to our mortgage range will not currently affect the rate that you have applied for.
If you have applied for a mortgage but not yet received your offer, if we are able to make an offer we will honour the rate that you have applied for, subject to the application meeting lending criteria.
If you are an existing mortgage customer and have already arranged to switch to a new deal, any changes to our mortgage range will not affect your new deal taking effect as planned.
2. What can I do to secure a mortgage rate with you?
If you haven’t completed your mortgage application with us, to secure a mortgage rate you must complete a full mortgage application, either online or with a mortgage adviser.
If you already have a mortgage with us, you will need to complete an application for a new deal, either online or with a mortgage adviser. If you’re in the last three months of your current deal, we’ll waive any Early Repayment Charges (ERC) as a thank you for staying with us. If your existing deal has more than three months left to run, you can still switch your deal, but the waiver would not apply, so you may have to pay an ERC.
Please note: An agreement in principle (AIP) is not a mortgage offer. Once you have completed an AIP, you will need to complete a full mortgage application with us to secure a rate from our current range.
3. I’m in the process of switching to a new deal - am I able to select a different deal instead if I’ve changed my mind?
If you already have a Lloyds Bank mortgage and have arranged to switch onto a new deal, you can cancel that application and select a different deal from our current range.
4. Will I get the same mortgage rates online as I would if I phone or visit a branch?
The rates we offer over the phone and in branch are the same as our rates shown online.
5. Will I have to pay an Early Repayment Charge (ERC) to switch to a new deal?
If you already have a mortgage with us and are in the last three months of your current deal, we’ll waive all ERCs as a thank you for staying with us. If your existing deal has more than three months left to run, you can still switch your deal, but the waiver would not apply, so you may have to pay an ERC.
This waiver does not apply to other payments to your mortgage account which might trigger the payment of an ERC, such as a lump sum overpayment.
Read more on Early Repayment Charges.
If you’re applying to move your mortgage to us from another lender, you will need to speak to your existing mortgage provider to discuss any ERCs.
6. Can I get more information about my existing mortgage or my application for a new mortgage?
If you already have a Lloyds Bank mortgage, you can log on to Internet Banking to check details about your existing mortgage. To make any changes to your existing mortgage, or to see what options are available to you, please visit our existing customer page.
If you are a first time buyer, you’re moving home, or you’re moving your mortgage to us and your application is already in progress, you can find updates on your Customer Tracker. You will find the link for this in your email invitation, or you can email your Mortgage Adviser.
7. I’m struggling to keep up with my mortgage repayments, what can I do?
The fastest way to contact us right now is online. Get support online if you're struggling to pay your mortgage so we can find the best way to help you. Just answer a few questions and we’ll give you a range of payment options designed just for you.
Dealing with financial difficulty - We've put together some guides to help you manage your money and understand the support available to you.
You can still call us over the phone. We're receiving a high number of calls at the moment so it will take us much longer than usual to answer your call.
Why a Mortgage Video Call could be the right choice for you:
If you’d prefer to talk to a mortgage adviser face to face and from a place that suits you, our video call service could be the perfect option. You'll need a Wi-Fi connection for a video call.
- Get everything done in one call - Video calls a quick way to apply with one of our mortgage advisers.
- View and share documents on screen - Your mortgage adviser will talk you through everything you need to know.
- You don’t have to be on camera - Don’t worry, you’ll be able to see us, but we don’t need to see you.
- Join the call from multiple locations- If there’s more than one person applying, you can join the call from different locations.
What is a Mortgage video call?
Mortgage Video call is our service offering face-to-face appointments with a mortgage adviser using video technology.
How can a Mortgage Video Call help me?
Mortgage Video Call is secure and easy to use. It offers the convenience of speaking to a mortgage adviser face to face from wherever suits you best.
You’ll be able to see your important documents on screen during the application – and ask any questions as you go along.
In most cases you can upload your documents to us straight from your computer, or by taking a photo of them on your smart phone.
How does a Mortgage Video Call work?
You can have a Video Call at a time that’s suitable for you.
Call us on 0345 122 1337. We’re available from 8am – 8pm Monday to Friday and 9am – 4pm Saturdays.
Once a time is agreed, we will email you with details of how to join.
If using a laptop or desktop, you will receive a meeting number to join a secure meeting.
If using a tablet or smartphone, you will need to download the free CISCO WebEx app from your device's app store.
At the time of the appointment the mortgage adviser will call you on your phone to guide you through the simple setup.
During your appointment you’ll see your mortgage adviser at all times, and your documents will be laid out in the main part of the screen.
You’ll be emailed a copy of your paperwork as soon as your appointment is over.
What’s the best way to prepare?
The most important thing is to find somewhere private and comfortable where you’ll be happy talking about your finances without distraction.
Also ensure that you have a strong secure broadband connection.
You’ll be asked about the property, your income and expenses.
It’s important to have documents like your pay slips, tax statements and bank statements handy. You’ll be given a full list of what you need when we’ve understood your situation.
If you’re going to use your tablet or smartphone, you’ll need to navigate to your app store and install the Cisco WebEx Meetings app before you can join a video call meeting.
For laptops and desktops, your mortgage adviser will ask you to join a secure meeting when it’s time to start your appointment.
What devices can I use for a video appointment?
- Laptop and desktop computers.
- Tablet and smartphone devices
- The above devices must be connected by broadband and be enabled with webcam, speakers and microphone
This service works on most up to date computers and tablets. You’ll see a message on screen during installation if your internet browser or operating system isn’t compatible. Sometimes this is easily resolved by updating to the latest version.
What do we do if it’s a joint mortgage application?
For joint applications, we can connect from multiple locations, so don’t worry if you are not in the same physical location. All parties need the required technology (laptop, desktop, tablet or smartphone) then we can conduct the appointment over video.
We have conducted video calls from hotels, work, abroad and oil rigs in order to help you get a suitable time to support you with your mortgage.
Points to remember
- Your mortgage adviser will guide you step-by-step through your mortgage application, and answer any questions you may have.
- You’ll be able to review your documents on screen with your mortgage adviser.
- You can work through the application at a pace that suits you best, and take a break if you wish to review your mortgage illustration.
- The appointment can take up to two hours. You’ll be getting the same level of expert service as you would in branch, or over the phone.
- All you need is a quiet space, a computer or tablet with a video camera, and a broadband connection.
- Using 4G or 3G mobile may reduce the quality of the service, and your mobile data provider may charge you for the data use.
- If you prefer not to be on camera, that’s fine, you can simply turn your camera off.