Online Mortgage Switcher FAQs


If you’re unsure what something means, please check our glossary for a detailed explanation.

Account queries

My current mortgage deal is due to end, how do I switch to another deal?

You can speak to an independent financial adviser if you want advice on the options available, you can find a list at www.unbiased.co.uk. Alternatively, you can use our Online Mortgage Switcher.

How do I switch my mortgage online and what do I need?

You’ll need to login to the Online Mortgage Switcher. You’ll need your account number, date of birth and either your sort code or your exact last payment amount.

Can I increase my loan?

You can't apply to increase the loan amount as part of a product switch. You need to apply for a further advance independently of a product switch. Applications for further advances will need to be submitted via a mortgage adviser.

If you’ve already applied for, or are going to apply for a further advance, you’ll need to wait for that to complete before you can apply to switch product on your existing loan. Further advances aren’t available for regulated cases. Please check your original offer or contact us if you're unsure.

I have a further borrowing/advance, can I switch?

The switch can be made providing the further advance application has been completed. Further advances aren’t available for regulated cases. Please check your original offer or contact us if you're unsure.

Can I extend the term of the loan?

You can’t apply to extend the term on regulated cases, but it’s acceptable for non-regulated cases. Please check your original offer or contact us if you're unsure.

This can't be carried out as part of the switcher process.

When can I switch my mortgage?

You may be able to switch if you're currently within a deal period, however, you may incur an early repayment charge by doing so. Please refer to your current mortgage offer for more details.

If your current product has the 'switch-to-fix' feature

You can apply to switch to a fixed rate during the Early Repayment Charge period. Product switch start dates are always the 1st of the month and the date the switch occurs depends on the date you accept the product switch offer. The date will be confirmed when you accept the offer.

If your current product is ending

You can apply for a product switch up to 6 weeks before the current product end date. The product switch start date depends on the date you accept the product switch offer but will be no earlier than your current product end date. The date will be confirmed when you accept the offer.

If the current product has ended

You can apply for a product switch at any time. Product switch start dates are always the 1st of the month and the date the switch will occur depends on the date you accept the product switch offer. The date will be confirmed when you accept the offer.

DHLL & Emex mortgages don’t currently have this facility.

When will my mortgage switch complete?

Product switches always complete on the 1st of the month. The date on which you accept the offer will determine which 1st of the month the product switch will complete. The date will be confirmed as part of the online offer acceptance process.

When will I receive my mortgage statement?

Mortgage statements are sent annually on the month end of the anniversary of the mortgage, e.g. if you received your funds on 15 May, annual statements will be sent at the end of May.

Can I change from interest only to repayment or vice-versa?

You can’t apply to change repayment method as part of, or at the same time as, a product switch.

If you want to change your repayment method, consider doing so before applying to switch product. You can do so via telephone call 08000 30 40 60, or speak to an independent financial adviser if you want advice. You can find an adviser by visiting www.unbiased.co.uk. Please note that changing your repayment mortgage to interest only is not allowed on non-buy to let mortgages. If you’ve already applied for, or are going to apply for, a change in repayment method you’ll need to wait for that to complete before you can apply to switch product.

What happens if I don’t switch to a new product?

If you don’t switch to a new product then your mortgage will continue on the current terms and conditions. Please refer to your original offer for full details of the applicable interest rates etc. You may still use the Online Mortgage Switcher at a later date if your account is eligible at that time.

Will the interest rate change?

If you choose a fixed rate product, the interest rate will remain unchanged for the period specified. If you choose a variable rate, then the interest may change.

When the product ends, your mortgage will revert to an agreed revert rate which is variable.

The mortgage offer generated will provide you with detailed information.

What happens when my current mortgage deal ends?

You’ll be sent a 'Product Maturity' letter in the month prior to maturity. You’ll have at least 10 days notice of any future rate and payment change. When the deal ends, the account will revert to the revert interest rate unless you’re eligible to switch product and you do so prior to the end of the current deal.

Eligibility queries

Am I eligible to switch online?

You're able to switch online if you meet the following criteria:

  • You're a customer with The Mortgage Works.
  • You're within six weeks of your current deal ending or no Early Repayment Charge is payable, e.g. the product deal has already ended or you have a product with a switch-to-fix incentive.
  • You haven’t had arrears in the last 2 months.
  • You don’t have a further advance application currently in progress.
  • You have more than 2 years remaining on your mortgage term.
  • Your mortgage wasn't regulated by the Consumer Credit Act at the time it was taken out.
  • The loan exceeds the minimum loan amount of £2500.

Please note, customers subject to a Bankruptcy Order or Individual Voluntary Arrangement aren’t eligible to complete a product switch.

What's the earliest I can apply for a switch?

If your current product has the 'switch-to-fix' feature, you can apply to switch to a fixed rate during the Early Repayment Charge period.

If your current product is ending you can apply for a product switch up to 6 weeks before the current product end date.

If the current product has ended you can apply for a product switch at any time.

We’re a limited company and it says we can’t switch online?

Limited companies may complete a product switch by calling 08000 30 40 60, or through a mortgage adviser.

Will a credit search be completed during the switcher process?

No, as you’re an existing customer there’s no need for us to complete a new credit search as part of the switcher process.

Offer queries

What happens if I don’t accept the offer?

You can only have one offer valid at any one time. The offer will expire 3 weeks after it has been made. Your product switch application won’t be processed any further unless you accept the offer within 3 weeks of it being made.

I don’t want this offer can I get a new one?

If you haven’t accepted the offer - from the offer acceptance screen start the process again by pressing the "NEW PRODUCT" button. No fees are chargeable for this.

If you’ve accepted the offer and it hasn’t completed, you’ll need to cancel the offer first. You may do so online or via telephone.

If the offer has completed then you’ll need to pay the applicable Early Repayment Charge to switch to another product unless you’ve got a Switch to Fix incentive on the new product.

Fee and Payment queries

Do I need to change my direct debit?

No, we’ll use the existing direct debit details to make changes to the payment. If you don’t want us to use the existing direct debit details you must instruct us of the new details, which you’ll need to do over the telephone by calling 08000 30 40 60.

What if I don't currently pay by direct debit?

You’ll need to set up direct debit payments which needs to be done over the telephone by calling 08000 30 40 60.

How will I know what my new payment will be?

The Online Mortgage Switcher will display an indicative monthly payment for the products for which you’re eligible. The products and their monthly payments are shown on the 'view products' page. When the product switch completes a letter will be sent to you to confirm the new monthly payment.

All of our product switch options are ‘monthly rest’ accounts, where the account balance at the date of offer is used to calculate the monthly payments. If you’ve an ‘annual rest’ interest only account, where the account balance at 31 March is used to calculate the monthly payments; you may find that the indicative monthly payment displayed on the ‘view products’ page varies to the amount displayed on the personalised offer. Please note that the figure displayed on the offer document is the figure that is being agreed to upon confirmation of the switch.

How can I pay the arrangement fees?

The arrangement fee may be paid up front (we take payment for this online) or it can be added to the mortgage. If choosing the latter, the fee will be added to your mortgage when the product switch completes. Please remember, that if you choose to add the fee to your mortgage balance, you’ll be charged interest on it over the term of your mortgage. You can't change the way you pay the fees after you’ve produced the offer.

It won’t accept my payment what do I do now?

Please check that the details have been entered correctly.

If the card details are correct: we aren’t permitted, or able, to give any information from the card supplier therefore please contact the card supplier to rectify any problems or try a different credit/debit card if possible.

In the unlikely event that we have a technical problem, please try again later. The application will be saved for you to access at a later time.

Can I pay the arrangement fee by cheque?

If you’ve created your offer using the Online Mortgage Switcher, the entire process needs to be completed online and therefore you can’t pay by cheque.

If you’ve received a paper offer through our mortgage consultants, please refer to your offer pack.

What are the fees/charges for switching?

An arrangement fee may be charged, depending on the product you select.

There is no valuation fee, the value of your property will be indexed automatically to provide a current value which will be used to determine which products you’re eligible for.

There are no legal fees payable for product switching. However you may consider taking legal advice, which may incur fees.

What fees are refundable if I cancel the switch?

If you pay the arrangement fee when you accept the offer and change your mind prior to completion, we’ll return the arrangement fee to you.

If you choose to add the arrangement fee to the loan when you accept the offer, then no money will have been taken and therefore no money will be returned.

Once the switch has completed, you can’t cancel and therefore the arrangement fee is non-refundable.

You can cancel the switch up to 5 days prior to completion using the Online Mortgage Switcher. If it’s less than 5 days to completion, you can cancel the switch by calling us on 08000 30 40 60.

Completion queries

I've completed the online switch application process. What happens next?

The product switch will be completed on the product switch completion date. On that date the new product will start and any fees that you’ve chosen to add to the loan will be added to your mortgage balance. A confirmation letter, which will show the new payments, will be sent to you shortly after the product switch completes.

Cancellation queries

Are there any fees to pay if I change my mind?

There are no fees to pay if you cancel your switch prior to completion.

You can cancel the switch up to 5 days prior to completion using the Online Mortgage Switcher. If it’s less than 5 days to completion, you can cancel the switch by calling us on 08000 30 40 60.

If I switch to a new product, can I switch back or cancel?

If the product switch has completed, you can't cancel.

If you’ve accepted an offer you can cancel up to 5 days prior to completion using the Online Mortgage Switcher, or up to a day prior to completion by calling 08000 30 40 60.

If you’ve not accepted an offer you can let it expire (an offer expires after 3 weeks) or create a new offer which will supersede previous offers.

How can I cancel an offer I haven't accepted?

You can cancel an offer by simply creating a new offer or letting the offer expire by not clicking 'accept'. The offer is valid for 3 weeks after it has been made. After 3 weeks the offer will expire and no longer be available.

How can I cancel an offer I've accepted?

You can cancel using the Online Mortgage Switcher (OMS) up to 5 days before the product switch is due to complete. Login to OMS where you’ll be taken to the product confirmation page. If you’re within the time frame to cancel, you’ll see an option to do so. Alternatively, you can ring us on 08000 30 40 60 up to a day prior to completion in order to cancel.

Help queries

I can't access the Online Mortgage Switcher?

Please check to make sure you’ve entered all your details correctly. If you still can't access the Online Mortgage Switcher, then please call 08000 30 40 60 for assistance.

Does switching mortgage products affect my house insurance?

No

Can I switch over the phone?

No, you’re unable to switch over the phone. You can use our Online Mortgage Switcher or call us on 08000 30 40 60 for a paper application.

You can speak to an independent financial adviser if you want advice on the options available, you can find a list at www.unbiased.co.uk.

Can I pay less on my mortgage during some months?

No

Can I make extra payments with my new product?

This depends on the product chosen, please see your mortgage offer.

Can I repay my mortgage at any time?

Yes, but depending on the product chosen at product switch, an early repayment charge may apply. Please refer to your offer.

If the Bank of England interest rate changes how will it affect my mortgage?

This depends on the product chosen. With a fixed rate mortgage your interest rate remains the same for an agreed period, and you pay exactly the same per month until the end of your fixed period.

With a tracker rate mortgage, your interest rate is a fixed percentage above or below the Bank of England base rate. This means your payments will go up and down in line with the Bank of England base rate changes.

Our mortgage products revert onto one of The Mortgage Works (UK) plc Managed Rates for the remaining term of the mortgage. A Managed Rate is a variable interest rate with no upper limit or cap. A Managed Rate will change to reflect changes in general interest rates, the law, regulation or changes in our costs. A Managed Rate is not tied to the Bank of England base rate.

Can I speak to someone about my mortgage?

Yes, you can call us on 08000 30 40 60 for details of your current mortgage and we’ll direct your call appropriately. If your query is about advice on switching you can speak to an independent financial adviser. You can find an adviser by visiting www.unbiased.co.uk.

Where can I find my mortgage balance?

Once you log in to the Online Mortgage Switcher, this can be found on the product selection screen which shows you a summary of your account and current product.

What paperwork do I need to complete?

The product switch can be applied for online. We’ll produce an offer for you, which you can access immediately. Once you’ve read the offer, you can accept the offer and submit your application through the Online Mortgage Switcher; we’ll then complete your application on the date advised when you accept the offer.

Alternatively, you can switch using our application form. Complete the form and send it to: The Mortgage Works, Portman House, Richmond Hill, Bournemouth, BH2 6EP. We'll then send an offer to you, which you'll need to sign and return. You can have a broker involved, but this is not necessary.