Difficulty paying your mortgage

If you’re struggling to afford your mortgage payments, or you’re worried that there may be a point when you won’t be able to afford them, it’s important that you get in touch with us. We understand it can be daunting, but it’s always easier to get back on track when you take action to deal with it at the earliest opportunity.

We’re here to help you and we’ll work with you to make it easier for you to stay on top of your mortgage and your everyday spending.

Our budget planner is a useful tool to help you understand what is affordable for you, and it helps us provide you with a tailored solution to your individual circumstances. Simply take a little time to complete online, and then send it over to us if you would like us to review it, either before, or after you contact us about your mortgage, so we’re best informed to help you.

Get in touch with us and one of our Customer Support Consultants will work with you to understand your personal circumstances, and to tailor a solution to help you during this challenging time. A solution that can help you now, and in the future too.

  • Call us on 0330 333 4020 between 9am and 5pm Monday to Friday, or between 9am and 1pm on Saturdays.
  • Pop in to your local branch.
  • Email us at customersupportteam@principality.co.uk
  • Write to us, at Principality Building Society, Principality House, The Friary, Cardiff, CF10 3FA.

Rest assured, we want to help you and we will offer suggestions and options to make it easier for you. These solutions can include deferring your payments, or changing your mortgage to a more competitive interest rate if you’re currently on our standard variable rate (SVR) and are not yet in arrears.

Please note, you will need to meet our criteria for some of the solutions we have available, and whilst we can offer solutions, we cannot provide you with independent advice on your mortgage and your finances.

We understand circumstances change and that’s why it is important you understand all your debt, and not just the mortgage you hold with us.

For independent advice and information on debt, we recommend you visit The StepChange Debt charity on 0800 138 1111 or The Money Advice Service for free, impartial advice.

If you think we haven't treated you fairly

If you think we haven't treated you fairly, you can complain to:

The Compliance Department
Principality Building Society
PO Box 89
Queen Street
Cardiff CF10 1UA.

If your complaint is not dealt with to your satisfaction, you may then take it to the Financial Ombudsman. The Financial Ombudsman Service provides a free and independent service for consumers:

The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London E14 9SR
Phone: 0845 080 1800

Principality. Where home matters.