Frequently Asked Questions

Can I manage my mortgage account online?

Sorry, but no, you can't.

Can I overpay or skip a couple of payments if I need to?

Yes, you can.

If you pay in more than your regular monthly figure, this will be treated as an advance amount against future payments. This means you would be able to contact us if you would like to arrange a payment holiday.

Can you explain what your 'Annual review of payments' means?

Your monthly mortgage payments are reviewed once a year. Any changes to your payments will take effect in March. We will tell you of any change in your Annual Mortgage Statement.

Your monthly payments may change at any other time, for instance, if you come to the end of a capped, discounted or fixed rate period, if you change from a repayment to an interest-only basis (or vice versa) or if you ask us to change the method of calculating interest from annual to daily.

If I move home will I have to take out a new mortgage?

Yes, you will.

With some of our mortgages, you can have a mortgage on your new home on similar terms (subject to criteria), as for your original mortgage, but this will be discussed with you when you tell us about your move.

What are Early Repayment Charges?

If you want to repay your mortgage, or change to another mortgage early, you may have to pay an early repayment charge. We will explain any such special terms when you take out your mortgage.

What are the arrangements for my mortgage payments?

When you take out your mortgage you'll be told how much your monthly payments will be.

These payments will be taken from your building society or bank account by direct debit usually no later than 25th day of each month. If we change the payment date, we will let you know.

What are the legal costs when I buy my home?

You'll need to appoint a solicitor or a licensed conveyancer to deal with the legal side of buying your new home. It's a good idea to get a few quotations as charges do vary. You will either be charged a fee which is equivalent to a percentage of the purchase price, or a flat fee.

Where do I find your latest Mortgage rates?

All current mortgage rates can be located within the mortgage products section of our website. View the latest rates here.

What other fees will I have to pay?

When you apply for your mortgage you will usually have to pay a mortgage valuation and application fee. This is based on the purchase price or value of your new home (whichever is higher) and covers the cost of our mortgage valuation and application administration. It is payable when you submit your application.

You may also have to pay a Product Fee, which is used to secure your mortgage, and cover our other costs.

What are Stamp Duty Land Tax and Land Registry Fees?

Stamp Duty Land Tax is a tax that is charged by the Government when you buy a property over a certain value.

In most cases Stamp Duty Land Tax is not payable if you are remortgaging.

A Land Registry Fee is a one-off fee for a property being registered in your name with the Land Registry.

This is all usually dealt with by your solicitor who will tell you the amount payable.

Can I make lump sum payments to reduce what I owe?

Yes, you can.

The minimum amount you can pay in this way is £250 and this cannot be refunded, claimed back or used to support a payment holiday request. 

If you have a standard repayment mortgage and make a lump sum repayment, you have a choice of either reducing your monthly payments or not - just tell us which option you would like when making your payment.

If you have a special type of mortgage, such as a Fixed Rate Mortgage, we may make a charge if you make an extra payment in the early years of the mortgage.

We will tell you about any special terms that apply to lump sum payments when you take out your mortgage.

How much could I borrow?

It all depends on your particular circumstances.

When deciding how much you could borrow we use an assessment tool which considers more than just your income and property value. It will take into account how much you earn, how much your partner earns (if applicable), your other financial commitments and your financial history, together with the individual makeup of your household and your individual expenditure and circumstances.

That's how we make sure that what we offer you is sensible, affordable, and that you can be comfortable with it. It's common sense, really.

I already have a mortgage with you - can I borrow any more money from you?

If you already have a mortgage with us and want to make improvements or repairs to your home, we can show you ways to realistically increase your budget in affordable ways with our additional borrowing.

How can I make my computer more secure?

Banking and saving with N&P is safe and secure. We have a team of people dedicated to preventing fraud from happening to you and looking into accounts to check against fraudulent activity.

However, there are also steps that you can take to protect yourself. Being vigilant and following the security tips you'll find within this section can significantly reduce your chances of falling victim to fraud.

Anti-virus software
Make sure you run up to date anti-virus software and anti-spyware software and use a personal firewall. Anti-virus and anti-spyware software is intended to ensure that your PC stays "virus free" and does not have any malicious or unwanted programs running on it. There are several products on the market which can be updated by downloading from the Internet; searching the Internet using a search engine with the search text 'anti-virus products' will give details of several of the products available, many of which include anti-spyware and personal firewalls, these are often referred to as "Internet Security Suites".

Security patches
Make sure you keep your computer's operating system and browser (e.g. Windows 7 and Internet Explorer 8) up to date with the latest security patches - keeping updated with the latest patches will help prevent home PC disruption from software weaknesses. Ideally, set your system to receive these updates automatically. Further details on this and on other home PC protection including anti-virus, anti-spyware and personal firewalls can be found on the Microsoft website.

I don't understand the jargon, can you explain?

Computer viruses and anti-virus software
More often than not, viruses can cause your computer to crash or be a potential threat to personal information you may hold or input to your computer. Viruses are usually hidden; sometimes behind images or music you may download; sometimes embedded in Internet sites and sometimes as attachments to emails sent to you. Anti-virus software protects you in two ways:

(1) It identifies malicious programs when they try to infect your computer. It isolates them and then deletes them before they can do any harm.

(2) It will periodically scan your computer for these programs (e.g. when you turn your computer on or when you request a scan).

Spyware and anti-spyware software
Spyware is a program that secretly gathers information about what you do on your computer and quite often it does this without your knowledge.

In its least dangerous form it is known as adware and it collects information about your Internet habits on behalf of companies.

The more annoying adware can pop-up adverts as you surf. Anti-spyware software protects you by searching out these programs in the same way as anti-virus and can also block those annoying pop-up adverts.

A firewall allows you to decide which connections between your computer and other computers are allowed and which are denied. When the firewall identifies someone or something not previously authorised by you, attempting to access your computer, it will alert you to the fact. The alert asks you if you wish to allow access or block access. If you select 'allow' it will become a trusted source and unhindered access will be allowed in the future. If you select 'block' it will prevent access both now and in the future. Your firewall software should be updated regularly to protect your computer.

When you use the Internet, you view websites in a "browser." A browser is a software application for finding, accessing and displaying files and other data available on the Internet and other networks.

Browser programs are frequently updated to add functionality and address problems. If you are using an older version, you may not be seeing websites the way they are meant to be displayed, and there could also be security issues (e.g. someone could hack into your computer).

For your own security, we recommend you run the latest Internet browser - this should be the latest web browser appropriate to your operating system (e.g. Internet Explorer 8.0 for Windows 7). Further details should be obtained from your browser supplier; for the majority of users this will be Microsoft's Internet Explorer (IE) browser. Further details can be found at the Microsoft website. For other browser users (e.g. Firefox or Safari) details can be found at the Firefox website or the Safari website, but again you should use the latest versions of these.

‘Phishing' is where fraudsters try to obtain personal information from you, by pretending to be contacting you from a trustworthy source. This could be in the form of a conversation (e.g. a phone call) or by mail or email.

Why should I update my browser?

When you use the Internet, you view websites in a 'browser'. A browser is a software application for finding, accessing and displaying web pages, files and other data available on the Internet and other networks.

Browsers are frequently updated to add functionality and address problems. If you are using an older version, you may not be seeing websites the way they are intended to be displayed, and there could also be security issues.

For your security, we recommend you use the latest version of your Internet browser - this should be the latest web browser suitable for your operating system (e.g. Internet Explorer 8.0 for Windows 7). Further details should be obtained from your browser supplier; for the majority of users this will be Microsoft's Internet Explorer (IE) browser. Further details can be found at the Microsoft website. For other browser users (e.g. Firefox or Safari) details can be found at the Firefox or Apple websites, but again you should use the latest versions of these.

How can I help prevent credit card fraud?

Here are some tips to help you prevent card fraud happening to you:

  • Don't divulge your PIN to anyone.
  • Don't allow anyone else to use your card.
  • Don't write your PIN down in any format.
  • Don't allow someone to offer you assistance when using the ATM.
  • Use an ATM which is in a well lit and busy area.
  • Keep your card in your possession or in a secure location.
  • Look around you before using the ATM. N&P ATMs are fitted with a PIN guard. This device shields the number pad on the ATM to prevent a fraudster being able to obtain your PIN, for example by using a hidden camera. If any other devices are fitted to the machine it is likely that the people who installed it are watching the machine. If anyone in the area appears to be acting suspiciously do not use the ATM.
  • Check the card reader slot and PIN pad for signs of devices being fitted or tampering. Do not use the machine if there is an overlay on the PIN pad or if anything else seems suspicious.
  • Stand close to the ATM and use your spare hand to cover up the key pad when entering your PIN.
  • Make sure you secure your cash, card and receipt before leaving the ATM.
  • Report any suspicions to the financial organisation which owns the machine immediately. If you suspect that the ATM is not working properly, press cancel and remove your card.
  • Tell us (and your credit/debit card company) in advance when and where you are going on holiday. This will allow us to identify transactions that may not have been made by you during your holiday. We recommend that you take at least two forms of payment method with you when you go on holiday e.g. two of credit card(s), debit card(s), traveller's cheques, foreign currency.
  • When N&P calls customers we verify that we are talking to the correct person by asking security questions including personal details. If you have a telephone password set up on your account we will only ever ask you for random characters of this password, not the complete password. If you do not have a telephone password, then we will ask other security questions.
  • If you do not have a telephone password, please contact us and we will set one up for you.
  • Know who you are talking to before disclosing any personal information. If you are called by us or any other organisation and you want to be sure that it is a legitimate caller before giving out any security information, ask for the caller's full name, department and full contact number. You will then be able to contact us on our telephone number, which you can obtain independently from your bank statement, our website, directory enquiries or ring us on 0345 300 2522 and ask to be transferred to the person who called you.
    Make sure N&P has your up-to-date residential address and/or email address.
    Make sure N&P has an up-to-date contact number for you in order that we can phone you if we have concerns about a transaction on your account.
  • Register for the Verified by Visa Service. This is an additional fraud prevention tool to help protect you whilst shopping on the internet.
Where can I find further advice on fraud prevention?

CIFAS (Credit Industry Fraud Avoidance System) is the UK's fraud prevention service. Further information about protecting yourself and what to do if you are a victim of identity theft can be located on its website

The CIFAS website gives details of the CIFAS Protective Registration service, which can be used if you believe your identity may be misused, for example when documentation like your passport has been stolen. For more details, visit the CIFAS website.

For further advice and information on how to protect yourself from fraud, you may find the following websites helpful:

Are my calls to you recorded?

All communications with us may be monitored/recorded to improve the quality of our service and for your protection and security.

Can I get a personal loan?

N&P are no longer offering personal loans.

If you already have a loan with us the interest rate you will be paying is based on the amount you borrowed, the time period over which the loan is repaid and an assessment of your overall personal circumstances.

A £25 late payment fee will be charged to your loan account each time a direct debit is returned unpaid and you repay the loan early, you will be charged one month's interest.

How can I see the information you have about me?

The Data Protection Act 1998 gives you the right to be told what personal data we hold, the purposes for which it is processed and the identity of any recipients to which it is disclosed. 

If you would like to know what information we have, write to us at:

Norwich & Peterborough Building Society
YBS Group,
Peterborough Business Park
Lynch Wood

We do charge an administration fee for this service.

Please note that the right to be told what information we hold about you only extends to that which is computerised or in a relevant filing system.

How do I contact customer services?

You can get in touch with customer services by email, phone or by writing a letter. Click for full contact details.


How do I contact you by phone?

You can call our Contact Centre on 0345 300 2522 (calls are recorded).

How do I contact you by post?

You can write to us at:

YBS Group,
Peterborough Business Park,
Lynch Wood,

How do I contact you when abroad?

If you are abroad/calling from outside the United Kingdom you can reach us on: 00 44 330 100 3375 (calls are recorded).

Our UK based Contact Centre is open Monday to Friday 8am to 8pm and on Saturdays from 9am to 1pm. Please be aware of any potential time difference.

How do I report a fraud?

If you are concerned that:

  • you may have disclosed any confidential information to an unknown third party;
  • you believe a transaction on your account is fraudulent;
  • you become a victim of identity theft;
  • you have any concerns about security;
  • you want to let us know you are going abroad

please call our Contact Centre on 0345 300 2522 (calls are recorded) or visit your local branch for assistance and/or advice.

Outside office hours, to notify us if your chequebook or card are lost or stolen or is liable for misuse or if your PIN, password or selected personal information becomes known to anyone else, a 24 hour telephone service is available for this purpose on (01733) 372 374.

How is my personal information used?

We only ask you for the information we need to

  • Open, administer, and manage your accounts
  • Conduct marketing activity
  • Deal with any questions you may have

We gather the information directly from you, from a person or company you authorise to act on your behalf, or from other organisations, such as credit reference agencies. This may mean passing your details on to third parties or receiving information about you from third parties.

So that we can verify your identity, make realistic decisions on lending decisions, detect and prevent fraud and money laundering, recover debts, and ensure our marketing is effective, the information we hold about you and your accounts can be accessed by the different departments within N&P.

I'm experiencing financial difficulties. How can N&P help?

It is important that you don't panic and contact us as soon as possible. The sooner we are made aware of your situation, the sooner we can put steps in place to help you.

The longer you leave it to contact us, the worse the problem will get so don't ignore it. It won't go away so the sooner we discuss the situation, the easier it will be to find a solution.

Most importantly, don't be afraid or embarrassed to ask for help. We want to do all we can to help you resolve the problem.

There are other organisations you can approach for help and advice. With your agreement, we will work, where possible, with the organisations that we recognise, such as the Citizens Advice Bureau or your Local Housing Advice Centre, who will give you help in approaching your other creditors, free of charge. Their contact numbers can be found in your local telephone directory.

Other organisations which may be able to help include:

The Money Advice Service Health check

The Federation of Information and Advice Centres
Telephone: 020 74074070

National Debtline
Telephone: 0808 808 4000 (freephone)
For Business Debtline Telephone: 0800 197 6026 (freephone)

These organisations have teams of experienced advisors who can offer confidential and independent advice.

Alternatively, you may prefer to download the Financial Budget Planner, which will provide us with a better understanding of your monthly income and expenditure. Once completed this can be returned to us:  

Collections Department,
Norwich & Peterborough Building Society,
YBS Group,

Peterborough Business Park,
Lynch Wood,

Is my personal information treated confidentially?

We take great pains to protect your privacy.

We treat all your personal information as private and confidential, and will not give any details about you or your accounts to anyone else unless we have your consent, or for legal reasons.

We may share your information with other organisations to protect both N&P and our customers against theft and fraud, and to prevent money laundering.

Is N&P a member of the Financial Services Compensation Scheme? N&P credit card

On 31st March 2017, the relationship between MBNA Limited (the issuers of the N&P Credit Card) and N&P comes to an end. Existing cardholders have already been notified by letter. If any existing N&P Credit Card customers have queries, they can get in touch with MBNA by calling 0800 062062 or by registering their account online at

What happens to any e-mails I send you?

For your own security, we would strongly advise you never to send any confidential information by e-mail. We will not include any confidential information about you or your account details in any e-mail that we send to you.

What is a bank working day?

A bank working day is any day other than a Saturday, Sunday or public holiday in England and Wales.

What is N&P's Privacy Policy?

We only collect data from you with your permission.

We use some of the data we gather from this website to help us improve the service we offer our customers, but this never contains any personal details at all.

For further information you can read our policy here.