We are all in unprecedented times and here at Equifinance we are here to assist and support you during this uncertain period.
We are aware that during this time you may have concerns about maintaining your second mortgage account with us.
This has expectedly resulted in an enormous demand and high volume of calls to our customer services team. We apologise that at times you may be on hold for longer than we’d like or may not even get through, but we can assure you our staff are working tirelessly to support you. Please be patient and courteous to those trying to assist.
Please see our Frequently Asked Questions below, they should provide answers to some of the most urgent and commonly asked questions:
Q. How can Equifinance help?
We want to ensure those in urgent need have access to us by telephone therefore if you consider the following steps before calling us as this will greatly assist us in serving all our customers and to give priority to those in urgent need.
- If your payment is not due within the next 4 working days, where possible please contact us by email at firstname.lastname@example.org and provide the following:
- Your name
- Your agreement/account number e.g. EQUIF1234
- A contact number
- A brief summary of your circumstances
Q. I cannot pay my next mortgage payment because I have been affected by coronavirus. What can I do?
One of the options available is a mortgage payment holiday, also known as deferring your monthly mortgage payment. If you take a mortgage payment holiday, this means that you wouldn’t make your contractual mortgage payments for up to three months.
We will not charge you a fee for taking a mortgage payment holiday, however we will continue to charge interest on your mortgage as a result of which, at the end of the payment holiday period, your monthly payment will increase.
We will advise you of the revised monthly amount payable at the end of the payment holiday period in advance of such payments becoming due.
If your mortgage is not in arrears, the mortgage payment holiday will not impact your credit rating, and you will not go into arrears on your mortgage.
If your mortgage is already in arrears, please speak to us about the options available to you.
Please be aware that we need at least 4 working days to be able to cancel the Direct Debit therefore if your mortgage payment is due within the next working days this payment will be taken and we will not be able to arrange the mortgage payment holiday for this current month. It will then take effect from the following month.
Q. How long can I have a payment holiday for?
A. You may be able to take a payment holiday for up to 3 months but please let us know if a shorter period is more suitable to you, as that will help to minimise the impact on your future payments (after the expiry of the payment holiday).
Q. Will I have to provide any evidence when requesting a payment holiday?
A. This will depend on individual circumstances, but we will be doing whatever we can in this difficult time for all of us by following the guidance issued by the government and the regulatory authorities.
Q. Will you add any charges to my account if I am in a payment holiday?
A. Please see answer above, and while there is no fee for taking a payment holiday, your overall debt is likely to increase due to the additional interest which is applied monthly on the outstanding balance at the contractual rate.
Q. Where can I find more information with regards to how I can expect mortgage lenders and administrators to treat customers fairly during this coronavirus (Covid-19) situation?