All About Additional Support

You have a range of support options available, including:
Arranging a new mortgage deal.
Extending your mortgage term.
Temporarily switching to an Interest Only mortgage.

Find out more about these options.

If you’d like to discuss any of these options – talk to the team. Call us on 0345 601 3344.

If your direct debit fails because there wasn't enough money in your account, we’ll try to collect the payment again 7 days later. Please call us on 0345 601 3344 as soon as possible so we can understand the reasons and discuss options to help avoid it happening again, such as changing your payment date.

Good news: we won’t charge you for a bounced direct debit.

If your payment is made within 7 days of the missed date, your credit file won’t be affected. However, if the amount remains unpaid after this period, it will be reported as a payment shortfall on your credit file. Until the amount is repaid, or we agree an arrangement for you to repay the amount owed, it will continue to be reported on your credit file. Please contact us on 0345 601 3344 so we can support you and help find a suitable solution.

If you are struggling with your mortgage payments, it's crucial to contact us and speak to our Financial Support team as soon as possible. We'll discuss your individual circumstances and work with you to find the best solution. You can talk to the team over the phone at 0345 601 3344, via email at thecambridge@cambridgebs.co.uk, through a secure message if you have online access to your Cambridge mortgage account, or by making an appointment online.

We offer several options depending on your situation. For short-term difficulties, these may include changing your payment date, making temporary reduced payments, or a temporary payment holiday. For longer-term difficulties, options could involve a changing mortgage product, a mortgage term extension, or changing your repayment type. We will assess your income, expenditure, and overall financial situation to help you explore the most suitable options.

Talking to The Cambridge Building Society about your financial situation won't automatically affect your credit rating. However, not agreeing any arrangements with us, or if you miss payments, will likely be reported on your credit file. It's important to engage with us proactively to understand the potential impact of any arrangements on your credit file and to agree on a plan to manage your payments.

First, you need to notify us by calling 0345 601 3344 or visiting a local branch. You'll need to provide the death certificate within three months for us to update Land Registry. For joint accounts, the mortgage automatically transfers to the surviving holder(s). For sole accounts, you'll need legal documents such as a Grant of Probate or Letters of Administration before any changes or payments can be processed.

Our Financial Support team will liaise with the registered contact and executors once legal authority is confirmed (e.g. Grant of Probate). Interest will continue to be charged until the mortgage is fully repaid. The full balance must be settled, either through sale of the property or by refinancing. A redemption statement with the closing balance will be needed to finalise the account.

Yes - once we've received the customer's death/interim death certificate, you can access their savings account to pay for: 

• Funeral Expenses
• Inheritance Tax
• Probate Fees

Security is at the heart of all our online services, including the money app. Each item is tested by independent experts to make sure you, your details and your money are safe.

No banking data is stored on your phone.

There are lots of things you can do to keep safe online;

- make sure that you regularly update the app when new versions become available

- don’t share your login details with anyone

- always logout when you've finished with the money app or your online services

For more hints and tips on staying safe online take a look at our security page.

APP scams occur when scammers trick you into transferring money to them by pretending to be someone you trust (e.g. a family member).

Look out for:

• Unexpected payment requests from “trusted” contacts.
• Urgent messages pressuring quick action.
• Requests to send money to unfamiliar accounts.

Here's some tips on what you should do:

1. Stop all contact with the scammer and block them if possible.
2. Contact your bank or financial provider immediately. 
3. Report the fraud to Action Fraud (UK) or call 0300 123 2040
4. Change your passwords. Use strong, unique passwords and enable two-factor authentication.

From 7th October 2024, if you've sent money to a scammer through an APP scam you may be eligible for a refund, especially if you acted in good faith. You can find out more in our guide.

A Power of Attorney (PoA) allows someone you trust to make decisions on your behalf. At The Cambridge Building Society, once registered, the PoA can access and manage your accounts. Initially, the Attorney is a Non-Controlling PoA, but if you lose mental capacity (with medical evidence), they become a Controlling PoA, giving them full authority.

To register a PoA, you'll need:

• A completed and registered Power of Attorney document
• Two forms of ID for the Attorney
• A completed application form (ISA or general savings/mortgage form depending on your account)
• If applicable, a medical letter confirming loss of mental capacity

A Third Party Mandate allows someone to carry out day-to-day transactions (e.g. withdrawals) on your account, often due to illness or travel. It’s specific to a single account and does not allow online access.
In contrast, a Power of Attorney provides broader authority, including making amendments, opening/closing accounts, and can apply across multiple accounts.

Yes, all our branches (except Melbourne) are wheelchair accessible. With either ramps or step-free entrances, and accessible facilities inside.

Yes, our website is designed to be compatible with most screen readers and meets standard web accessibility guidelines.

Yes, you can manage your account online once you've registered for online access. You can then check balances, open online saving accounts, set maturity instructions and transfer funds, plus lots more. Find out more.

Your bank or building society can offer several ways to help limit your gambling-related spending. This may include:

•    Blocking debit card payments to gambling retailers (often known as a gambling block).
•    Setting spending limits on your debit card for gambling-related transactions.
•    Temporarily freezing your debit card to prevent spending on gambling.
•    Limiting or turning off cash withdrawals altogether.
•    Helping you choose more restrictive savings accounts, like fixed-term ISAs or bonds.

Speak to your bank or building society to explore which of these options might work best for you.

If you're concerned about gambling and its effects, there is free help and expert support available from trusted organisations, including:
•    GambleAware
•    GamCare
•    NHS Gambling Support
•    BreakEven
You can also register with GAMSTOP to self-exclude from all gambling sites and apps licensed in Great Britain.