New customer FAQs

On 18 July 2016, Whistletree, a trading name of TSB, took over the management of your NRAM account.

Here are the answers to some questions you might have about your account and Whistletree. If you can’t find what you need, or want to speak to someone, please call 0330 159 6612* from 8.30am to 6pm, Monday to Friday.

What is meant by ‘your account'?

‘Your account' is a broad phrase which covers your mortgage, loan or even both.

Did the whole of my mortgage move?

Yes, all parts of the mortgage moved to Whistletree.

A mortgage can be made up of more than one part, or sub-account. For example, it could be made up of a main mortgage plus additional borrowing, be split between different products, or be part interest-only and part repayment.

Can I request that my account moves back to NRAM?

There’s no option for your account to move back to NRAM.

Did my terms and conditions change?

No, when your account moved to Whistletree the terms and conditions stayed the same.

From time to time we do review our terms and conditions, and any changes made in the future will be made in accordance with your terms and conditions.

How will my account be managed?

Whistletree will continue to manage your account in the same way as NRAM managed it before.

Customer service is very important to us, so in time, we may review how things are working to make them even better.

Who will be responsible for protecting my personal data?

TSB Bank plc will be your new Data Controller, operating under the Whistletree trading name. TSB will only share your information with third parties who manage your account(s) on their behalf.

Your marketing preferences will stay the same. You can find the Whistletree Data Privacy Notice at www.whistletree.co.uk/privacy

Will my monthly repayment amount and interest rate stay the same now my account has moved to Whistletree?

Yes. There won’t be any changes as a result of the move to Whistletree. And the move won’t affect any charges that have already been agreed in relation to your account.

Will my interest rate change in the future?

While the Bank of England Base Rate has been consistently low for many years, if it changes and your mortgage is linked to this rate, it could impact your interest rate. If interest rates do change in the future, we’ll write to let you know.

Who will set interest rates in the future?

From 18 July 2016, Whistletree will have ongoing responsibility for setting and changing interest rates, charges and standard costs. For example, any variable interest rate that NRAM previously set and changed (called a lender variable rate) will be managed by Whistletree.

I have a guarantor on my mortgage. Will this arrangement be affected?

The only difference will be that references to your previous lender in the guarantee should read as: Whistletree, a trading name of TSB Bank plc.

The other terms and conditions of the guarantee will stay the same. Please let your guarantor know that your mortgage has moved to Whistletree.

I have a Together Unsecured Loan or a Delinked Unsecured Loan. Will these be affected?

The only difference will be that references to your previous lender in the unsecured loan should read as: Whistletree, a trading name of TSB Bank plc. The other terms and conditions of your loan will stay the same.

If I’m currently porting my mortgage or applying for a transfer of equity, will this be affected?

No, your application will continue as normal and there won’t be any changes to the process.

Can I speak to someone about my account at a TSB branch?

We’ve invested in a highly trained, dedicated customer service team who have access to all of your account details. You can reach them on 0330 159 6612*, 8.30am to 6pm, Monday to Friday and they’ll be happy to help you. Or you can visit us online at whistletree.co.uk TSB branches don't have access to your Whistletree account details, so they won't be able to help you with any queries.

Do I need to change my Direct Debit?

No, your Direct Debit will automatically update to the new Whistletree bank account details and the service you receive won't be affected. Please don't amend or cancel your Direct Debit.

From the beginning of August, any future Direct Debits will show as Whistletree on your statement instead of NRAM plc.

Your rights under the Direct Debit Guarantee are unaffected as all obligations under its terms will automatically transfer to Whistletree. There is no need for you to complete a new Direct Debit instruction.

How can I make a manual payment?

Please use these account details:
Account No: 80142710
Sort Code: 62-31-88
Reference: please use your existing account number

Cheques payable to: Whistletree

What is a manual payment?

Manual payments are any payments made online, by cheque, or via a bank branch or telephone banking. These payments may also be called BACS, CHAPS, Faster Payments or Standing Orders. Don’t forget manual payments will take time to clear, so you need to allow for this – find out more information about timings of manual payments.

When will I receive my new paying in book?

You should have received your new paying in book by 29 July 2016. If you haven’t received it by this time, please give us a call on 0330 159 6612*.

If I have an outstanding complaint about my mortgage, loan or Payment Protection Insurance (PPI), how will it be resolved?

You don’t need to do anything – all complaints automatically transferred to Whistletree, with no delay in resolving them.

If you have a new PPI claim, you can find out more about our complaints procedure.

I’ve been given a repossession date, will this still progress?

Any legal proceedings will automatically transfer to Whistletree, so your repossession will continue as planned.