Help Centre

Most popular FAQs

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Mortgages
What is an Approved Solicitors Panel?

Our Approved Solicitors Panel is made up of a group of solicitors we've worked with before and trust to act on your behalf. Take a look through the pdf to find a solicitor near to you. 

If you choose to appoint a firm that is not on our panel, we will require our own partner Solicitor to act on our behalf. You will be responsible for our legal fees in addition to your own legal fees. 

Savings
What is the interest on my Savings Account?

You can view the interest on your savings account at any time online once you've registered for our online services.

Alternatively take a look at this pdf to find out the interest rate for your variable savings account where the product is no longer available. 

If you're looking for the interest rate for a savings account that is currently available take a look at our savings products here.

Mortgages
What charges might I incur with my Cambridge Mortgage

There may be fees associated with your mortgage from getting it to changing or ending it. We want to make sure you understand the fees that may apply to you, so, we've worked with the Council of Mortgage Lenders and Which? to show these clearly, take a look at the pdf to see all our fees. 

PPI Questions
I want to make a complaint for mis-selling of PPI

The Financial Conduct Authority set a deadline of 29th August 2019 for PPI complaints to be made. As this date has now passed you are unable to make a claim for money back for PPI either with us directly or via the Financial Ombudsman Service.

PPI Questions
I have already made a complaint but you haven’t responded?

If you complained about the sale of PPI on or before 29th August 2019, this would have been received by the deadline and you will receive acknowledgement that we have received your complaint within three days.

Please call us on 0345 601 3344 if you a query about the progress of your complaint.

PPI Questions
When will you let me have the final outcome of my PPI complaint?

Within 8 weeks of receiving your complaint you should either receive a final response or a communication outlining when you can expect a final response. The FCA campaign meant an increase in the number of claims received in August and we are investigating these as promptly as we can.

PPI Questions
I’ve heard you can still claim if there are exceptional circumstances, what are they?

You may be able to complain to us after the PPI deadline of 29th August 2019 if you couldn’t complain within the time limit because of ‘exceptional circumstances’. Further information can be found by visiting the FOS website.

Sort code changes
What is your new sort code?

Our new sort code is: 20-17-55

Making payments
Why am I being sent notifications for payments I've made?

We are required to provide a reference to customers making electronic payments, this is to allow tracking of the payment, should our customers need to. We are sending this reference to customers via email or text.

Savings
What happens when savings interest rates decrease?

The interest rate for your savings account might decrease for a number of reasons, you might have a fixed term product that is coming to an end, your rate may be variable and therefore can change at any time or it may be linked to changes in the Bank of England Base Rate. 

When the interest rate on your savings account decreases we will tell you about the change, in writing, within 14 days of the change taking place. 

Take a look at our Terms and Conditions for Savers for a more detailed explanation.

If you'd like to speak to one of the team about your savings accounts live chat with us, or call on 0345 601 3344.