Existing Customers
As a valued customer, we are here to help and support you every step of the way.
We love having you as our customer and we are here to help and support you every step of the way. If you’ve already got a mortgage with Vida and would like to chat, you can call our friendly customer service team on 0344 892 0155 as we would love to speak to you.
If you have a residential mortgage you can also login to your online mortgage service to check your mortgage balance, see the date of your next statement, make a payment or get in touch with our customer service team.
Looking for something else to do with your mortgage? - jump to a section:
γSwitching to
a new product
γYour mortgage documents
γPayments & Fees
γMaking a complaint
Please note that we do not deal directly with customers who are looking for a Vida mortgage or with customers who are in the process of applying for a Vida mortgage. Such customers should contact their own mortgage adviser.
The current rates are: Vida Variable Rate (VVR) – 7.30% (effective 1st September 2023)
Libor Replacement Rate (LRR) – 5.35% (effective 1st October 2023).
Switching to a new Product
If you’ve got a Vida Homeloans mortgage and you’re interested in changing your product, we’ve made switching easy.
You can select a new mortgage deal up to 6 months before your initial term comes to an end. Or if your current deal has come to an end. As an existing customer you don’t need to provide any documents to enable us to progress your application. We also won’t ask you to pay any legal or valuation fees. For more information about switching and to see our criteria, use the button below.
VISIT THE PRODUCT SWITCH PORTAL
Your mortgage documents
We’ve placed our most commonly used documents below to make your life easier. If you can't find the document you need, or for anything else, please contact us on 0344 892 0155
Terms and Conditions
Residential
π Residential Mortgage and Loan Terms and Conditions 2018 (E&W) Applicable for all customers that completed before 1 April 2024
π Residential Mortgage and Loan Terms and Conditions 2024 (E&W) Applicable for all customers completing on or after 1 April 2024
π Residential Mortgage and Loan Terms and Conditions 2018 (Scotland) Applicable for all customers that completed before 1 April 2024
π Residential Mortgage and Loan Terms and Conditions 2024 (Scotland) Applicable for all customers completing on or after 1 April 2024
Buy to Let
π Buy to Let Mortgage and Loan Terms and Conditions 2019 (E&W) Applicable for all customers that completed before 1 April 2024
π Buy to Let Mortgage and Loan Terms and Conditions 2024 (E&W) Applicable for all customers completing on or after 1 April 2024
π Buy to Let Mortgage and Loan Terms and Conditions 2019 (Scotland) Applicable for all customers that completed before 1 April 2024
π Buy to Let Mortgage and Loan Terms and Conditions 2024 (Scotland) Applicable for all customers completing on or after 1 April 2024
Mortgage Deeds
Buy to Let
π Buy to Let Mortgage Deed 2019 Applicable for all customers completing before 1 April 2024
π Buy to Let Mortgage Deed 2024 Applicable for all customers completing on or after 1 April 2024
Residential
π Residential Mortgage Deed 2019 Applicable for all customers completing before 1 April 2024
π Residential Mortgage Deed 2024 Applicable for all customers completing on or after 1 April 2024
π Helping Hand Mortgage Deed 2019 Applicable for all customers completing before 1 April 2024
π Helping Hand Mortgage Deed 2024 Applicable for all customers completing on or after 1 April 2024
Standard Securities
Buy to Let
π Buy to Let Standard Security 2023 Applicable for all customers completing before 1 April 2024
π Buy to Let Standard Security 2024 Applicable for all customers completing on or after 1 April 2024
Residential
π Residential Standard Security 2023 Applicable for all customers completing before 1 April 2024
π Residential Standard Security 2024 Applicable for all customers completing on or after 1 April 2024
π Helping Hand Standard Security 2023 Applicable for all customers completing before 1 April 2024
π Helping Hand Standard Security 2024 Applicable for all customers completing on or after 1 April 2024
General information
Payments & Fees
When it comes to making your monthly mortgage payments and the payment of any fees, we’ve provided all the information you might need below.
Making payments
Direct Debit
We’ll take payments by Direct Debit from the current account that you confirmed to us when applying for your mortgage. If you need your payments to be paid from a different bank account, please call us on 0344 892 0155 so that we can make the necessary arrangements to change these details.
To make life easier for you, we can complete a new Direct Debit instruction over the telephone, or you can download a π Direct Debit Mandate here if you prefer and return it to us in the post.
Your original Direct Debit payment date is set to the date of when your mortgage completed with us, to ensure there is enough time for us to set the Direct Debit up with your bank and collect your first payment. You may choose to change your payment date to any other date in the month from the 1st to the 28th, if you wish to change your payment date after your first payment has been collected please contact us and we can change this for you.
Debit card
You can call us directly to make a payment using our automated service, or you can speak to one of our colleagues and they will process the payment for you.
Or you can access your online account and make a payment directly. The payment will be applied to your mortgage account immediately.
Online banking or Standing Order
Please contact us to obtain the correct bank details to use.
Please ensure you quote your mortgage account number as a reference when sending payments through your bank, if you do not quote your mortgage account number there could be a delay in processing your payment. Your mortgage account number can be found on any correspondence from us to you.
Standing orders can take around 2 working days to arrive, if your payment date is at the end of a month your payment may not be processed until the following month. This may lead to your account being in arrears which will impact your credit rating and could result in fees and additional interest charges, please choose an alternative payment method to avoid this situation.
Cheque
Please post your cheque to Vida Homeloans, Gateway House, Gargrave Road, Skipton, North Yorkshire, BD23 2HL.
Please ensure you quote your mortgage account number as a reference on the reverse of the cheque, if you do not quote your mortgage account number there could be a delay in processing your payment.
Cheques can take around 5 working days to arrive and process if you are sending a cheque towards the end of a month your payment may not be processed until the following month. This may lead to your account being in arrears which will impact your credit rating and could result in fees and additional interest charges, please choose an alternative payment method to avoid this situation.
Please note if you are making payments in addition to your monthly mortgage payment and your account is not in arrears, you may incur early repayment charges. Please refer to your terms and conditions, if you need help to understand your options please contact us.
Fees
Throughout the life of your mortgage we may need to charge you a fee if you need us to change anything with your mortgage, or you request an additional service from us. We have therefore listed all our fees in our Tariff of Mortgage Charges booklet which can be found here: π TARIFF OF MORTGAGE CHARGES.
Please note, any unpaid fees will be added to your mortgage balance which means you will be charged additional interest on these fees. You can contact us to pay your fees at any time.
Making a complaint
At Vida Homeloans we always aim to provide a first-class service and are committed to the highest standards of customer care.
We don’t always get things right first time. If you are not completely happy with our service, we would like to hear about it.
Our promise
We promise to deal with your complaint promptly and fairly and to investigate all issues raised by you.
How do I register a complaint?
To register a complaint, you can contact us by telephone, in writing or online.
By telephone: 0344 8920155 – lines open Monday to Friday from 8am to 8pm and on Saturday from 9am to 1pm. If you are calling from overseas, please dial 0044344 8920155 or 00441756 776385
By post: Vida Homeloans, Gateway House, Gargrave Road, Skipton, North Yorkshire. BD23 2HL. Online (not currently available for limited company customers): Please log into your online account by clicking here
How quickly will Vida Homeloans resolve my complaint?
We always aim to resolve your complaint quickly and fairly, but in some instances, such as a complex case, it may take time to investigate thoroughly. Below are the timescales you should expect when raising a complaint with Vida Homeloans. We will try to resolve your complaint, where possible, within 3 business days. If we cannot resolve your complaint as quickly as we would like to, we will write to you within 5 business days to confirm your complaint is being investigated. A final response will be provided within 8 weeks from the date we receive your complaint, which will include a full explanation of our findings.
What can I do if I am not happy with the response to my complaint?
If you are unhappy with the outcome of your complaint, you may refer to the Financial Ombudsman Service who provides a free, independent service for customers to resolve disputes with financial firms. The Financial Ombudsman Service will
not deal with your case unless you have first given us the chance to assess your complaint and issue our final response to you. If you are a regulated mortgage customer, you will receive a copy of the Financial Ombudsman Service consumer
leaflet when we respond to your complaint which outlines the steps you can take if you are not happy with our final response. The Financial Ombudsman Service can be contacted at:
Financial Ombudsman Services,
Exchange Tower,
London,
E14 9SR
Email: complaint.info@financial-ombudsman.org.uk
Telephone: 0800 023 4567 or 0300 123 9123 if calling from a mobile.
Login to your online mortgage service
Welcome to your online mortgage service. If you have a residential mortgage, login to:
- Check your mortgage balance
- See the date of your next statement
- Make a payment
- Contact our Customer Service team