Useful information

Your circumstances

We understand that life events, health conditions, and a number of other circumstances can have an impact on your ability to repay, communicate, or engage with us.

To allow us to consider your circumstances in our dealings with you, it is beneficial for you to provide us with relevant details so that we can work together to consider appropriate solutions.

Any details you provide will be treated confidentially. We may ask if we can record, and share this information with other relevant parties and we will obtain your consent to do so.

Legal and debt advice

TLT cannot provide you with legal or debt advice, however we can provide you with details of a number of organisations that may be able to assist you. These include organisations that can provide independent legal advice, debt advice, or advice relevant to your specific circumstances. Please see the useful contacts table listed at the bottom of the page.

Accessibility

We are able to communicate with all customers via a number of channels, such as by phone, letter, email, text message or you can nominate someone to speak to us on your behalf. We also have a number of accessible options, including audio, large print, braille, and BT’s text relay service. Please contact us for further details.

If you wish for a third party to discuss your mortgage account on your behalf, please complete and return the Letter of Authority form to either Customer.Contactteam@tlt.com or TLT LLP, FAO Customer Contact Team, 4th Floor, One Redcliff Street, Bristol BS1 6TP.

Please note that your signature provided will be checked against existing documentation held to verify its authenticity. Once verified, we can update our file and our client to confirm that we can discuss this matter with the third party.

If at any time you wish to remove this authority, please contact us.

Making a complaint

If you wish to make a complaint about the way in which we have dealt with your matter, details of how you may raise a complaint are available on our website here. Alternatively please contact us for more information.

There are lots of sources of help and advice available to you.