Changes to our systems – May 2020

In May 2020 we updated our administration systems and as a result, all customers have a new mortgage account number. We wrote to all our customers to let them know what their new account number is.

We’ve included some Frequently Asked Questions below, but if you have any questions that aren’t covered, please feel free to contact us.

Frequently Asked Questions

Will my monthly payment or Terms & Conditions change?

No, this system update hasn’t affected the interest rate you are charged, the amount or due date of your monthly payment, or the Terms and Conditions of your account.

Are my payments still covered by the Direct Debit Guarantee?

Yes you will continue to receive all the benefits of the Direct Debit Guarantee, which can be viewed here.

What if my payments are sometimes a few days late?

In the past, if any of your payments reached us a few days after your agreed payment date we may not have treated your account as being in arrears.

If we don’t get your payments on time, in line with the Terms & Conditions of your mortgage, your account may be flagged to show it’s fallen into arrears. This will be reported to credit reference agencies, which will affect your credit rating and your ability to get credit in the future.

Are Whistletree’s banking details changing?

No, none of our Sort Codes or Account Numbers have changed. If you wish to make any non-Direct Debit payments, to cover arrears or overpayments for example, you can find details of these here.

How do I get in touch?

Our postal address has changed but our telephone number and website address are still the same. All our contact details can be found on our Contact us page.