We understand that this will be a difficult time for you and you should contact the mortgage department by phone, as we can help you immediately with any questions you may have. We will ask you for a certified copy of the Power of Attorney document – this will be either a Lasting Power of Attorney (LPA) or an Enduring Power of Attorney (EPA). This must be certified on each page and marked as Registered by the Office of the Public Guardian. We also need to identify all attorneys. We will use an Electronic Verification system to do this, however we may ask you for documentary evidence as well. We will change the correspondence address on the mortgage account if you advise us to do so.
The FCA regulate financial services firms in the UK, including banks and building societies, mortgage and insurance brokers and financial advisers. It offers services to consumers including complaints procedures, avoiding scams and protection of your rights.
Contact the Citizens Advice consumer helpline on 03444 111 444 if you need help - a trained adviser can give you advice over the phone.
Set up by parliament the Financial Ombudsman Service sorts out individual complaints that consumers and financial businesses aren't able to resolve themselves.
The BSA produce a range of fact sheets designed to give you the information you need about savings, mortgages or the building society sector in general.