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Customer Service numbers

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0345 130 4386

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0800 368 1834

OUR SUPPORT

Looking after you.

To most mortgage lenders what's on the surface can make you seem "Unlendable" but at Bluestone Mortgages, we give credit, where credit is due.

Unique solutions for unique circumstances

Whether you are a new or existing customer, we are here to help where we can. We aim to make your experience as smooth as possible and ensure we provide you with the support you need if you are experiencing financial difficulties.

For help and support you can call us during office hours Monday – Friday, 9am-5:30pm on 0800 368 1834 or email us at customersupport@bluestone.co.uk.

Here to help

Explore how we can help with different situations you may encounter as a Bluestone Mortgages.

Here to help

Frequently asked questions

I have debts with multiple creditors and am looking for help

Whether you have lost your job, are unable to work due to illness, or if your income has been reduced, there is help available.

For more information, please seek guidance directly from your creditors.

You may also wish to discuss your finances with a Third party debt assistance provider, details of which are provided below under the section “I need some free independent debt advice”.

How do I take comtrol of my debts?

To take control of your debts, the first step is to understand how much you owe to whom. The second is to understand what needs to be paid back first. 

Checking your credit file as a first step will help you. Your credit file will contain information about most of the debts you have, it holds details about your mortgage, loans, credit cards and any other credit you have taken out.

You can get hold of your credit file by going to companies including:

  • Experian
  • Equifax
  • TransUnion (formerly Callcredit)

With each debt it is helpful to know – how much you owe; when payments are due (and if you have missed payments, when the next payment is due); how much interest you are being charged; what could happen if you can’t make your payments for each debt. It is important that you prioritise the debts that are most important – these are usually the ones that are related to keeping your home.

If you cannot meet the terms of your debts and are unsure what to do, get help. You can get free support through both the Citizens Advice and StepChange.

How can I keep track of my money?

It is helpful if you write down the money that you have coming in regularly – that may be wages, benefits or pensions and also the money you spend regularly – for example, bills, mortgage payments and food costs.

We have made it easier to do this with our  income & expenditure form, which is also often called a budget planner.

If you would like some help before you talk to us there are lots of free debt advice organisations that you can speak to – some are listed below.

Alternatively contact us on 0800 368 1834 or send an email to customersupport@bluestone.co.uk requesting an income and expenditure form  and we will send you one.

How can I cut down on my outgoings?

Everyone’s financial situation is different, the most important first step you can do is to understand the money you earn (your income) and the money you spend (your expenditure), so you can make sure you are earning more than you are spending each month.

If you are worried about how much you are spending, or can’t meet regular payments such as bills, please seek help.

Some ways customers have found to cut costs include:

  • Cancelling subscriptions that they no longer use or that aren’t priority – for example Amazon Prime, Sky, Netflix or a gym membership. Please note if you are thinking about doing this, to get in touch with the provider as some have contracts set up meaning you can’t cancel them straight away.
  • Cutting vehicle and travel costs – for example selling a car and using public transport instead.
  • Using price comparison sites to switch deals on gas, electric, phone or broadband – you should review these every year.
How do I apply?

Our mortgages are only available through our selected qualified mortgage advisers. You can ask us to connect you with one on our ‘How do I apply’ page.

Need extra help applying?

You can find out more about getting additional help with your application on our ‘Here to help’ page.

What is a priority debt?

The most important bills you must pay are known as priority debts. These include your mortgage, council tax, utility bills, TV Licence, court fines and loans secured on your property. If you did not pay a priority debt, it could result in you losing your home or prosecution.

Credit cards, personal and unsecured loans, store cards, mobile phone bills are non-priority debts. They still need to be paid, but the result of not paying them is not as serious. Any company you owe money to can start legal action against you. This may result in you being taken to court or bailiffs being instructed to collect money from you.

What help is available if something goes wrong in my life?

We understand that sometimes things can change unexpectedly and that they can get on top of us. There are various options available to you which can be carefully tailored to suit your current circumstances if they affect your ability to maintain your mortgage payments.

We will always aim to work with you in providing some breathing space until your situation improves. All we ask is that where possible, you let us know as soon as possible once your situation changes, so that we can help you proactively.

You will also find independent sources of help further down this page.

My mortgage has been transferred to you, what does this mean?

This means that you are now one of our customers and we’ll be responsible for all aspects of your mortgage, such as collecting your monthly payments, setting interest rates and charges and helping you with any queries.

If this doesn’t seem right, or you want more information, contact us.

I'm going to struggle paying my mortgage, what do I need to do?

The sooner you get in touch, the quicker we can help you. If you’re struggling or falling behind on your payments, our dedicated teams are here to help. Just get in touch if you’d like to talk about your situation.

When we talk to you, we will:

  • be open and honest with you
  • treat you as an individual, taking your circumstances into account
  • be happy to talk to you, however big or small the problem might be.
  • try to find a solution that suits you
  • make everything simple and straightforward
  • tell you what you need to know, so you can make an informed decision
  • let you know who else can help you.

Please contact us on 0800 368 1834 or send an email to customersupport@bluestone.co.uk requesting a call back and we can discuss your situation in more detail with you to find a suitable solution.

I'm already in mortgage arrears, what do I do?

Speak to us, call us on one of the numbers below. All we ask is that you are open and honest about your situation. If you have completed a budget plan email it to us in advance of your call, or have it to hand when you call and we will endeavour to offer you assistance wherever possible to ensure a fair outcome is achieved.

Do you offer any retention products/product transfers?

We don’t currently offer any retention products or product transfers.

Need extra help applying?

Vision Impaired Customers

We can provide any required documentation to you in large font format, braille or in audio format. Your documents may take a few extra days to reach you as we organise this so please let us know as soon as possible so we can make the necessary arrangements for you.

Contact us

Language Barriers

Unfortunately, our documentation and verbal dialogue with our customers can only be provided in English. However, should you require any advice in a language more suited to you, please refer to the Law Society Register for information on Solicitors and Legal Representatives who will be able to assist you.

Visit Law Society registry

Money Worries

Depending on your circumstances, we have various options available to you. We can assist in providing breathing space until your situation improves and can agree both short term and long term repayment options of arrears. We will always look to agree the most fair outcome for you and your circumstances without any undue pressure or obligation so you can get back on track as smoothly as possible.

Contact us

Independent Financial Help & Support

We have a trained financial support team ready to listen and help where we can, but maybe it’s easier for you to talk to a specific charity? Take a look below at some of our partners to see if they can help with advice and practical help.

Payplan

As one of the UK’s leading free debt advice providers, we offer trusted, expert help & advice to anyone struggling with multiple debts. Since 1992, we've helped over 1 million people take control of their finances.

Find out more
Stepchange

We provide free, confidential and expert debt advice and money guidance. We recommend the best solution or service for your individual circumstances. We support you while you deal with your money worries, for as long as you need our help. We also campaign on your behalf to reduce the risk of problem debt and the harm it causes.

Find out more
The Money Advice Service

Advice and guides to help improve your finances. Tools and calculators to help keep track and plan ahead. Support over the phone and online

Find out more
The Money Advice trust

The Money Advice Trust helps people across the UK to tackle their debts and manage their money with confidence.

Find out more
Alzheimer's Society

Living with dementia at any time brings challenges. Coronavirus is making daily life much harder. But you’re not alone. If you need support and advice, we’re here for you.

Find out more
Mind

We provide advice and support to empower anyone experiencing a mental health problem. We campaign to improve services, raise awareness and promote understanding.

Find out more
Macmillan Cancer Support

Macmillan Cancer Support is one of the largest British charities and provides specialist health care, information and financial support to people affected by cancer. It also looks at the social, emotional and practical impact cancer can have, and campaigns for better cancer care.

Find out more
Need further assistance? Our servicing team is here to help.
Contact us

YOUR HOME MAY BE REPOSSESSED IF YOU DO NOT KEEP UP REPAYMENTS ON YOUR MORTGAGE.

Call us

Our lines are open

Mon-Fri 9:00am – 5:30am.
Calls may be recorded.

Customer Service numbers

Accounts beginning #1

0345 130 4386

Accounts beginning #2

0800 368 1834

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