Contact us

You can send us a secure online message without needing to call us and we’ll usually reply within two working days.

To send us a message, please Register and Sign in to Self-Serve.

We’ll respond to your message in Self-Serve, and you can choose to be notified by text message when we’ve replied.

Although you’re unable to upload documents, you can use Self-Serve to make payments or overpayments, find key information about your account and perform other tasks online, without needing to call or write to us.

Find out more about using Self-Serve.

Why can’t I send you an email?
We don’t use email because of security concerns, and we must be sure that we’re dealing with you when discussing your account. We have a duty to protect our customers personal and financial information from unauthorised disclosure.

Please write to us at the following address:

Hyalite Mortgages
PO Box 141
Skipton
BD23 9GG

Please remember to include your name, address and account number in any letters you send.

Solicitors and conveyancers

Please see our dedicated page for more information about the best way to get in touch, depending on the nature of your query or request.

Please call us on 0344 472 6124

For all general enquiries, we’re open Monday to Friday from 8.30am to 5.30pm. 

For customers having payment difficulties, we’re open Monday to Friday from 8am to 8pm, and on Saturday from 9am to 1pm.

Please note – charges for calling 03 numbers are the same as for calls made to standard UK landline phone numbers starting 01 or 02 and are also included in bundled minutes and unlimited call packages. Calls may be recorded for monitoring and training purposes.

If you’re worried about making your monthly payments or are already struggling, please call us and we’ll try to help. Simply talking to us won’t affect your credit file – and the sooner you get in touch the better, as there are often more ways we can help. 

Solicitors and conveyancers

Please see our dedicated page for more information about the best way to get in touch, depending on the nature of your query or request.

If something has gone wrong and you want to make a complaint, we’ll do our best to resolve this promptly and fairly.

See how to make a complaint.

Support if you call us

We understand that if you struggle with hearing loss or a speech impairment, it may not be easy for you to contact us.

You may wish to consider using the Relay UK service. You don’t need any special kit, just download the free Relay UK app and link it to your phone number.

Find out more about Relay UK on our accessibility page.

Support with spoken or written English

If you don’t speak English well, it may not be easy for you to communicate with us. 

We’ve put together some ideas on our accessibility page that may be helpful for you if you need to call us or if we send information to you about your account.

Website display settings

You can adjust some of the display settings of our website by clicking the small round symbol in the top right corner of each page.

Open the display settings menu.

You can use Self-Serve to find key information about your account and carry out many tasks online, without having to call or write to us:

• Send us a secure message
• Make monthly debit card payments quickly and securely
• Request account information from us, such as a redemption statement
• Check your monthly payment details, see recent payments made and the total amount you currently owe
• See your remaining term, current interest rate and repayment type
• Find details of your new payment amount, if this is going to change due to an interest rate change
• Check and update your contact or correspondence details
• Make a lump sum overpayment

Find out more – see more details about using Self-Serve here, or see how you can use the system to find out information about your account.

Sign in now – if you’ve already registered on Self-Serve, you can sign in to your account at any time, from any device.

Register now – to use Self-Serve for the first time, you’ll need to register and create your secure account.

If you can’t find what you’re looking for try our virtual assistant to get an instant answer.

Find the symbol at the bottom right of each page and type in your question, such as:

• How to pay off (redeem) your mortgage in full
• How to make a payment or overpayment
• Making changes to your mortgage or loan

It’s best to keep things short and simple, try rephrasing your question if you don’t see the results you’re expecting. The results will not be specific to your account, but can answer many of your general questions.

Open the virtual assistant now >

Please note – the virtual assistant tool will only display and work correctly if you’ve enabled statistics cookies on this website. You can check or change your preferences on our cookies page.

When using the virtual assistant, please don’t give any personal details, such as your name, address or account number, or any other sensitive personal information. You can see how we handle your data on our privacy page.

There is a wide range of information on our website which may be helpful for you. We regularly review and update the content, so please take a look.

All the key pages are listed in the drop-down menus at the top of the site.

You can also search for topics of interest or try our useful tools.