Know more about your mortgage before you buy…
Anybody who is serious about applying for a Direct Line Fixed Rate or Discount Tracker Mortgage should read the relevant Full Mortgage Terms and Conditions for properties in England and Wales, or for those in Scotland – essential reading on how our mortgages work, who can apply, on what properties and for how long, the costs, how interest rates work, the conditions that apply to both parties and what happens if things go wrong or you pay in full.
When a mortgage is confirmed we will send you a personalised Mortgage Agreement to accompany these documents.
| YOUR HOME MAY BE REPOSSESSED IF YOU DO NOT KEEP UP REPAYMENTS ON YOUR MORTGAGE. |
Mortgages provided by The Royal Bank of Scotland plc trading as Direct Line.
We are a member of The Royal Bank of Scotland group. We are authorised and regulated by the Financial Services Authority and covered by the Financial Services Compensation Scheme. For more information about us please see the Mortgage Terms and Conditions above.
- All mortgages available from £10,000 in Scotland, England and Wales. Minimum mortgage term 2 years.
- Over 18s only. Must be able to repay before sooner of retirement or age 70.
- All rates correct at 5th March 2009. Whilst we make every effort to update this site as soon as our rates change, in some cases this may take a few days.
- Overpayments must be made as lump sums.
- It’s worth remembering that, because our fees will be added to your mortgage balance, you’ll have additional borrowing to repay.
- When you take out a Direct Line mortgage, we will send you a voucher which entitles you to 20% off our best home insurance price (you can choose buildings and/or contents) for two years. You'll have 12 months to claim your discount if you want to - your voucher will tell you how to do this. The two years starts when your insurance is put in place. It's valid for new and existing home insurance customers. Direct Line Home insurance is underwritten by Direct Line Insurance plc.
More information on switching to Direct Line
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Legal fees offer: some lenders may require payment of a fee when a mortgage is being transferred. Unusual legal fees, for example fees which apply because there is a second charge on the property or a transfer of title is required, are not included in this offer. If for any reason the mortgage does not complete, a maximum of £50 for legal fees plus the amount of any costs already incurred may be payable to you by our solicitors.
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Valuation fees offer: we will pay for the valuation we require in connection with the remortgage application, using our nominated valuer.
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Both offers: this is a limited offer and may be withdrawn at any time without notice. With some of our deals you will need to repay the standard legal and valuation fees if you repay your mortgage before the end of the term.
Fixed Rate Mortgages
About our services
The Royal Bank of Scotland plc trading as Direct Line do not offer mortgage advice. However, we can give you information on our products to allow you to make your own decision. We only offer our own mortgages. We do not charge a fee for these services, however product fees and fees payable to third parties will be detailed in the Key Facts Illustration you receive.
How we can help
We are committed to providing the highest standard of customer service to all our customers. However, if we fall short of this standard, we would like you to tell us, so that we can do everything possible to ensure your complaint it is dealt with quickly and fairly.
We want to
- make it easy for you to raise your complaint
- listen to your complaint
- consider how you’d like us to remedy your complaint
- make sure you’re satisfied with how your complaint was handled
How to complain by telephone
Please contact the Mortgage Helpline on the following number:
Call: 0845 300 1400
Lines open: Mon-Fri 8.30am-7.30pm
If we are unable to resolve your complaint, we will arrange for the relevant person to investigate the complaint on your behalf as quickly as possible.
How to complain by letter, email or fax
Please send your complaint to Customer Care Team at the address provided below.
If your complaint involves a third party
If you have a complaint relating to any third party referred to you by us – a surveyor, for example – you should still phone our Helpline, or write to us at the following address:
You should address your complaint to:
Customer Care Team
Direct Line
PO Box 12347
Birmingham
B2 2BA
Email: !GOBBGLACustomerTeam@rbs.co.uk
Fax: 0845 300 3816
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How long will it take?
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| Immediately |
Our aim is to resolve your complaint straightaway.
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One Week
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If we haven't resolved your complaint within one week, we'll write to you:
1) Explain why we haven't managed to resolve your complaint
2) Tell you how long we expect to take to resolve it
3) Tell you who is dealing with your complaint
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Two weeks
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In most cases, we'll resolve your complaint within two weeks. If we haven't resolved it within two weeks, we'll contact you to update you. |
| After two weeks |
We'll keep you informed on a regular basis until your complaint has been resolved. In exceptional circumstances, where your complaint is particularly complex, matters may take longer to resolve. |
| Eight weeks |
In the unlikely event we can't reach an agreement with you by the end of eight weeks, we'll send you a 'Final Response' letter, which will explain our final position, or, a letter giving reasons for the delay in resolving your complaint and an indication of when we expect to reach a conclusion. We'll tell you about the Financial Ombudsman Service and how to contact them about this complaint. |
What if you're not happy with our response?
Our aim is that your complaint should be resolved as quickly as possible, by staff who have the right experience, knowledge and authority. If you're not satisfied by our action or explanation, your case can be reviewed at a higher level within the Bank.
You can write to the Customer Relations Manager, whose details will be included in the correspondence.
If together we can't reach agreement
We are a member of the Financial Ombudsman Service and if we can't reach agreement with you, we will send you a 'final response' letter. This letter will clearly set out the Bank's position in relation to your complaint.
The Financial Ombudsman Service
Our aim is to resolve all complaints internally. However if you are not satisfied with our suggested resolution, or if eight weeks have passed since you first brought your complaint to our attention, you have the right to refer your complaint to the Financial Ombudsman Service. If you want the Financial Ombudsman Service to look into your complaint, you must contact them within six months of the date of any final response issued.
You can write to them at:
The Financial Ombudsmen Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR
Alternatively you can phone 0845 080 1800. Further helpful information can be obtained from visiting the Financial Ombudsman web site at www.financial-ombudsman.org.uk
The Financial Ombudsman Service offers a free independent service and they can help with most financial complaints. However, there are some limitations on what the Financial Ombudsman Service can look into, and further information about this can be obtained from them directly. We are committed to resolving your complaint fairly and quickly. In most cases this can be done if you contact us as soon as possible. We will try to resolve your complaint by listening to your concerns and agreeing a solution with you.
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