Financial Difficulty | Mortgages | NatWest International


Worried about paying your mortgage?

It’s important to talk to us

Download our financial difficulty leaflet
We’re here for you

We understand worrying about paying your mortgage either now or in the future can cause a great deal of stress, but it’s important to talk to us now, so please do get in touch. Our friendly team is on hand to help you.

We’ll listen to you and walk you through the options available to help. You don’t have to have missed a payment to benefit from discussing your worries.

Before you call or visit us

Your call or visit will be more effective if you provide some important information such as:

  • your mortgage account number (it’s on your annual statement or any mortgage paperwork we have sent you)
  • your income including any benefits you receive
  • your bills
  • other outgoings

You should be able to find most of this information on your bank statements.

Call us on

01534 282828

01481 703800

Isle of Man
01624 697900

00 350 200 73200

International customers
+44 1624 632323

Lines are open
Monday to Friday 9am to 5pm except public holidays.
Calls may be recorded.

What other people are asking us

I’m having trouble paying my mortgage what should I do?

Tell us as soon as possible, as the sooner you call or visit us the quicker we can help.


  • If we get in touch with you and leave a message, please call us back quickly.
  • Make sure you keep any other people paying the mortgage, and anyone guaranteeing the mortgage, up to date with what is happening.
  • Check whether you can get any state benefits.
  • If you have an insurance policy, check whether it will help you with your payments.
  • Tell us if you move house.
  • Let us know as soon as possible if your circumstances change.
  • Consider seeking free confidential debt advice. There is lots of free confidential help and advice available to you.

More information is available in our financial difficulties leaflet.

I’ve had a big unexpected bill, what can I do?

If you are worried about making your mortgage payment due to an unexpected bill, please call our friendly team who are trained to listen to your circumstances and walk you through the options available to you.


Consider seeking free confidential debt advice on how to manage your money better.


More information is available in our financial difficulties leaflet.

What will happen when I call you?

When you call our friendly team we will take the time to understand your situation. We will talk through your income (including any Benefits you receive) and your expenditure (including all of your bills and outgoings). We will then talk to you about the options available to help you.


What options / arrangements will be available to me?

There are a range of different options which may be available to help you. These depend on your personal circumstances. Please speak with us to find out how we can help you.


Will I be able to take a payment holiday?

This will depend on the terms and conditions of your mortgage with us. Please get in touch with us if this is an option you would like to discuss.


Will my house be repossessed?

Repossessing a house is a last resort and will only happen if we cannot solve the problem by coming to an agreement with you. It is important that you maintain contact with us and pay as much as you can.


More information is available in our financial difficulties leaflet.

What will happen if I don’t get in touch with you when I can’t pay?

It is important you call us as soon as you are aware of any issues. If you don’t get in touch with us, and you miss a payment, we will try to contact you as soon as possible to discuss your problem.


If we cannot get in touch with you to discuss a solution, as a last resort we may have to take legal action to repossess your property. This will only happen if we cannot solve the problem with you, so it is important you get in touch with us as soon as possible so we can help.


If you miss a payment on your mortgage, it will be reported to the credit reference agencies, and may impact your ability to obtain credit in the future.


More information is available in our financial difficulties leaflet.

Can I change my mortgage payment date?

If your monthly salary payment date has changed, or you just want to align all your payments to come out on the same date, please ask us and we will change the date your mortgage payment comes out.


We need 5 working days notice to change your payment date. Please make sure you have the money available in your account to cover your Mortgage Payment.


If you want to change your payment date because you are having trouble paying your mortgage, it’s really important you get in touch with us as soon as possible. The sooner you call us the quicker we can help.


More information is available in our financial difficulties leaflet.

Practical actions that you can take

Obtain free debt advice

If you are experiencing financial difficulties we strongly recommend you seek advice as soon as possible. Here’s a list of free money advice agencies that can offer you help and guidance in relation to controlling your debt.


Please note that this list is not exhaustive and there are also debt management companies who may charge a fee for managing your debt.


Some companies may have misleading names that sound like free money advice organisations, but are actually businesses who charge you for their services.

Take actions to cut your costs

Spending some time considering your spending habits will help you see if you can save money anywhere. To help see where you can save cash, have a look at your outgoings in relation to what you have coming in then divide spending into essential and non-essential items.


Cutting back spending on non-essentials

Budgeting is essential if you’re struggling to meet outgoings. Here are just a couple of ways to cut back:


  • Look at the Direct Debits that go out of your account each month
    Things like gym membership and magazine subscriptions. Now think about whether you’re getting value for money out of all of them. If not, cancel them.

  • Try listing the smaller non-essential items you buy each day
    Such as take-away coffees or drinks after work. Put them in order of priority. Pick off the lower priority items first and cut them out one at a time.

Cutting back spending on essentials

For things like food and regular commitments, try shopping around to get a better deal elsewhere however think carefully before you cut back on insurance, especially life insurance.


Ask yourself whether spending a small amount on the premium is better than the risk of not having a pay-out should you die or paying thousands of pounds of your own money if anything were to happen to your home.

Check if you have insurance cover or are eligible for benefits

Do you have insurance cover?

Mortgage Payment Protection Insurance, also called Accident, Sickness and Unemployment insurance, can help with your mortgage repayments if your income has fallen because of redundancy, accident or sickness.


If your property is an investment/a Buy to Let and you took out Landlord insurance you should speak with the insurer as the policy may cover voids.


You might have taken it out when you got your mortgage – look through your mortgage paperwork and double check with us or the broker who you used when you took out the mortgage.


Are you eligible for help with your mortgage payments?

Depending on your circumstances you might be eligible for certain benefits and/or for government help towards your payments.

Consider which debts should be paid off first

The consequences of not paying some debts can be more serious than others. You should consider this when prioritizing your debts and making arrangements for payment. Your mortgage is a priority debt along with council tax and utility bills, which means there could be more serious consequences if you do not pay these debts


Consider seeking free confidential debt advice on how to manage your money better.

Things to avoid

Speak to a free debt advice service before resorting to any of these options.


  • Taking out an additional loan to pay your debts - these loans can be very expensive and are often secured on your home, so putting it at greater risk.

  • Handing back the keys - you’ll still be responsible for the mortgage repayments before your home is sold, and possibly the outstanding balance if the money raised by selling your home isn’t enough to pay off what you owe.
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