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0344 892 0155
MON - FRI 8AM - 8PM
Saturday 9am - 1pm

OUR
Customers

WE LOVE HAVING YOU AS OUR CUSTOMER

As our existing customer, we are here to help and support you every step of the way. We understand that not everyone wants to pick up the phone and time is precious and finding the time to call us might be difficult which is why we have tried to provide as much information as we could to help answer any question you may have. Alternatively, please do call us as we would love to speak to you.

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.

If you wish to know:

  • Mortgage balance
  • The date of your next statement
  • Or anything else you need to discuss with our Customer Service team
or call 0344 892 0155

Support with Financial difficulties

Here to Help

We understand the worry and concern that you may face if you are having difficulties in meeting your mortgage payments, which is why our experienced team are here to help. 

If you are struggling, we want to support you. 

Please get in touch with us as early as possible. It is important that we get a full understanding of your situation to enable us to explore the range of options we have available to help you. 

There are a number of organisations which may be able to assist you if you are experiencing or think you might experience financial difficulty. We have listed the websites of some organisations in the table below with an overview of the services they provide.

 Website Address 

 Services Provided 

 www.moneyadviceservice.org.uk 

 Mortgage help, budgeting, benefits & debt/borrowing 

 www.moneyadvicescotland.org.uk 

 Money advice in Scotland 

 www.shelter.org.uk 

 Housing, evictions bailiffs homelessness 

 www.capuk.org 

 Money, debt, benefits, housing, legal, disability 

 www.nationaldebtline.org 

 Debt Advice in your home 

 www.adviceguide.org.uk 

 Debt advice in England, Wales or Scotland 

 www.businessdebtline.org 

 Debt Advice for Small Businesses & Self Employed people 

 www.adviceguide.org.uk 

 Debt/money advice, benefits, housing, mortgage problems 

 www.stepchange.org 

 Debt Management, equity release, bankruptcy, IVA, Budget 

 www.payplan.com 

 Debt Management, equity release, bankruptcy, IVA, Budget 

 www.gov.uk/legal-aid 

 Government Advice on Legal Aid 

 www.financial-ombudsman.org.uk 

 Financial Services Complaint Escalation 

www.ageuk.org.uk 

 Provide information and advice on money, wellbeing, health, lifestyle and much more 

www.samaritans.org.uk 

 It doesn't matter who you are, how you feel or what has happened. If you feel that things are getting to you, get in touch 

 www.mind.org.uk 

 Provides information on a range of topics including: Types of mental health problems, where to get help, medication and alternative treatments, advocacy 

 www.rethink.org.uk 

Provide expert accredited advice and information to everyone affected by mental health problems 

 www.rcpsych.ac.uk 

 IStep by step guide for FHA, great for TPA's. On the website click Health & Advice, Problems & Disorders 

 www.youngminds.org.uk 

 Information on child and adolescent mental health. Services for parents and professionals. 

 www.crusebereavementcare.org.uk 

Leading national charity for bereaved people. Offer support, advice and information to children, young people and adults when someone dies and work to enhance society's care of bereaved people. Cruse offers face-to-face, telephone, email and website support. 

 

Ways to Pay

Direct Debit 

We prefer you to pay your mortgage payments by Direct Debit and we collected your bank details during your mortgage application.  

If you need your payments to be paid from a different bank account, please call us 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 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.  

To make an additional payment, we can accept the following: 

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. 

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: 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.

How to complain

At Vida Homeloans we 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 the login button at the top of this page.  

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  

Telephone: 0800 023 4567 or 0300 123 9123 if calling from a mobile.