Questions and Answers
- General
- Account details
- Payments
- Terms and Conditions
- Membership rights
- Interest rates and current deals
- Contact us
General
Can I view my Nationwide mortgage account online?
Yes, if you're already registered for Internet Banking you'll be able to view your former Portman mortgage account when you sign on. If you haven't registered for our Internet Banking service you can now register to view your accounts online. Always use your new mortgage account number which will be at the top of the letter we send you.
Account details
Has my mortgage account number(s) changed?
Yes, we've allocated a new account number to each mortgage account that you hold. Your new mortgage account number(s) will be provided in the letter we send you.
I've received my letter and noticed that some of my accounts have been combined. Why is this?
In order to administer your mortgage account on its systems, Portman Building Society may have created one or more sub-accounts. As part of the move onto Nationwide systems, any sub-accounts that are no longer required to manage your mortgage have been removed. If we've done this, it will be clearly shown on your Mortgage Account Summary(s) and will not affect the overall balance of your mortgage.
Have the charges that apply to my account changed?
You've been subject to Nationwide's charges since the merger of Portman and Nationwide. Details of our latest charges that apply to each mortgage account you hold will be sent to you with your letter.
When will I receive my annual mortgage statement for 2008?
You should receive your 2008 annual mortgage statement by 15 February 2009. Please let us know if you don’t receive it.
What will happen if I previously received my annual mortgage statement at the end of February?
Future annual mortgage statements will cover the period 1 January to 31 December and will be sent to you in January of each year. You'll receive your next annual mortgage statement from us in January 2009, covering the period 1 February 2008 to 31 December 2008. For this year it'll only cover 11 months as we're moving the date we produce your statement to bring your statement period in line with Nationwide.
I've received my annual mortgage statement for 2008 and I don't understand it. Where can I get more help?
Please refer to the accompanying Understanding Your Mortgage Statement leaflet.
Payments
Has my payment changed?
No, your payment stayed the same when we moved your account. Details of your individual payment will be shown on the Mortgage Account Summary(s) we send you.
Has my payment date changed?
In most cases we'll continue to collect your payment on the usual date. However, if you previously paid by Direct Debit on 29 or 30 of the month, we'll now collect your payment on the last day of the month. If the last day falls on a weekend, we'll collect your payment on the next working day. If you'd prefer to pay earlier in the month, please contact us on 0845 60 90 600. You can choose any date between 1 and 28 of the month.
What do I need to do if I pay by standing order?
You'll need to complete the standing order form enclosed with your letter, for each separate mortgage account you wish to pay by standing order. Please remember to use your new mortgage account number(s) and the payment amount(s) shown on the Mortgage Account Summary(s). You should send your completed form to your bank or building society. Please instruct them to cancel the existing Portman standing order.
What do I need to do if I pay by cheque?
You'll need to write the monthly payment(s) and your new mortgage account number(s) on future cheques, which will be shown on the Mortgage Account Summary(s) we send you.
Can I still pay my mortgage by debit card, credit card or Bank Giro Credit?
Regrettably not. If you haven't already done so, please call us on 0845 60 90 600 and we can discuss alternative arrangements.
What should I do if I'm having difficulties making my mortgage payments on time?
Please contact us straightaway on 0845 234 1278, Monday to Friday from 9.00am to 5.00pm. The sooner we understand your situation, the sooner we can help. Alternatively, visit the Payment Difficulties section of our website.
Terms and Conditions
Have my Terms and Conditions changed?
The following two changes to your existing Terms and Conditions apply now your account has been moved onto Nationwide systems:
- Interest calculation
We calculate your interest on a daily basis. All Nationwide mortgages have daily interest as standard. Each time you pay off part of your mortgage, whether it's a regular payment or an overpayment, the interest is recalculated the next working day. This means you only pay interest on what you owe so it's the fairest way of charging interest. This reduces your mortgage balance without the need to wait until the end of the month or year.
The initial balance we used to calculate daily interest was the balance outstanding as at 31 December 2008. You'll receive your 2008 annual mortgage statement shortly showing your balance, payments and charges for that year. Your statement will show your old Portman account number. - Notice of interest rate changes
If you're currently on a fixed interest rate, you'll remain on it until the end of the fixed rate deal, during which time your interest rate will not change. We'll write to you again when your fixed rate deal ends. If are currently on or you go onto a rate which is not fixed in future, we'll always write to you to notify you of any interest rate changes. If you're on the annual review scheme, we'll notify you of changes by putting an advert in our branches and in at least two daily newspapers.
Membership rights
Have my membership rights been affected by the move?
No, if you're eligible for membership rights they won't have been affected by the move. Click here for more information about membership rights.
Interest rates and current deals
Has my interest rate changed?
No, your interest rate won't have changed because of the move.
What will happen to my current deal?
Nothing, you'll remain on your deal until it expires.
What will happen when my mortgage deal expires?
We'll write to you up to three months before your deal expires and ask you to come into your local branch to discuss the options available to you.
Contact us
How do I find out where my local branch is?
Please use our Branch finder.
What number should I call to enquire about my account?
You can continue to call our Bournemouth call centre on 0845 60 90 600 for information about all your former Portman accounts. A specific telephone number for you to call with queries regarding your mortgage account will be included on the letter we send to you.
