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.
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These apply to new Direct Line mortgages from 1st November 2004 only. They also contain an introductory guide.
General Information
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Mortgages provided by Direct Line, a trading name of The Royal Bank of Scotland plc.
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All mortgages available from £10,000 in Scotland, England and Wales
Minimum term 5 years.
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Over 18s only. Must be able to repay before sooner of retirement or age 70
When we talk about the ‘Base Rate’ we mean The Bank of England repo rate, commonly called the base rate.
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All rates correct at 15th August 2005. Whilst we make every effort to update this site as soon as our rates change, in some cases this may take a few days.
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Calls may be recorded.
More information on the "Switch for free" re-mortgage offer
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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. 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.
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This is a limited offer and may be withdrawn at any time without notice.
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Some lenders may require payment of a fee when a mortgage is being transferred.
Call our mortgage hotline now to start your application or get a personalised quote.
Overpayments
Fixed Rate Mortgages
Call our mortgage hotline now to start your application or get a personalised quote.
Mortgage and lending over 90% loan to value
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A Higher Lending Charge is payable if you wish to borrow more than 90% of the value of your property, based on a professional valuation, or more than 90% of the purchase price, if that is lower. This fee is 1.5% of the total loan amount. Maximum lending is 95%.
About our services
Direct Line do not offer mortgage advice. However we can give you information on our products to allow you to make your own decision.
How we can help?
Direct Line is 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.
The following complaints procedures apply to new customers and existing customers who completed their Direct Line mortgage after 1st November 2004 only.
How to complain by telephone
Please contact the Mortgage Helpline on the following number:
Call: 0845 300 1400
Lines open: 8.30am-7.30pm Monday to Friday.
If our Customer Advisors 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 write to, email or fax 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 Direct Line – 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: DLfeedback@directline.com
Fax: 0845 300 3816
Financial Ombudsman Service
The Financial Ombudsman Service has been set up by our regulator, the FSA, to provide consumers with a free, independent service for resolving disputes with financial firms.
If we have been unable to resolve your complaint within 8 weeks, you can refer your complaint to the Financial Ombudsman Service.
Or, if all reasonable avenues to resolve your complaint have been exhausted, we will send you a "final response" letter.
This will allow you to refer your complaint to the Financial Ombudsman Service, who, once contacted, will liaise with Direct Line on your behalf. The Financial Ombudsman Service will then inform you directly of their decision.
The Financial Ombudsman Service contact details are:
 The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London E14 9SR
Telephone enquiries: 0845 080 1800
Fax enquiries: 0207 964 1001
Email: enquiries@financial-ombudsman.org.uk
The complaints procedures outlined here do not affect your legal rights.
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