Contact us for help and support
Customers can get in touch with us by secure online message, phone or post. All our contact details are below. We’ve also included some information about the interactive text and voice messages that we send to some customers.
For solicitors or 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.
Check out the information on our website
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 find information about common recent customer queries, search for topics of interest, use our helpful tools and sign-in to our online Self-Serve system.
How to contact us
Self-Serve is our secure online mortgage service, which is available 24 hours a day, 7 days a week.
If your query isn’t urgent, it’s easy to sign in and send us a secure message – and if you need a response, we’ll get back to you within 10 working days.
See our handy step-by-step guide on how to send a secure message below.
You can also use Self-Serve to find key information about your account and carry out many tasks online, without having to call or write to us. Find out more here.
You can write to us at the following address:
Hyalite Mortgages
PO Box 141
Gateway House
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.
For all general enquiries:
Please call us on 0344 472 6124. Monday to Friday from 8.30am to 5.30pm.
If you’re having payment difficulties:
Landlord customers with 2 or more mortgages with us – please call us on 0344 472 6139. Monday to Friday from 9am to 5pm.
All other customers – please call us on 0344 472 6124. Monday to Friday from 8am to 8pm, and Saturday from 9am to 1pm.
If you’re worried about making your monthly mortgage 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.
Our phone lines are often busy, so we apologise for any delay in answering your call.
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 here.
When we need to tell you something important about your account, to make sure that we get the details to you quickly, we may send a text message or call you. To make it easier for you to respond, we sometimes use interactive text and voice messages, which allow you to send a direct reply.
This means that you won’t always need to call us and wait to speak to an agent, and you can also reply at a time that suits you.
When we send you an interactive message, we’ll ask you to verify your identity by responding with your date of birth. Once we’ve confirmed it’s you, we’ll send you further messages about what we need to tell you. We’ll also prompt you to reply to options we present to you by pressing numbers on your phone keypad.
The only personal details we’ll ever ask you for in an interactive message are your date of birth. We’ll never ask you for any other personal information.
We’ll also never ask you for debit card details in an interactive message, or any other personal or financial information. If you’re worried that any message that you receive isn’t from us, please call us and we’ll confirm that it’s genuine.
How to look out for typical phishing indicators
Phishing is when fraudsters try to trick you into revealing personal information. Don’t take the bait! Cybercriminals and fraudsters love to entice us with fake emails and social media posts as well as text messages and voice calls. All with the goal of luring you to provide personal information.
Take a moment to look for any red flags that may indicate the message is potentially fake. Consider questions such as:
- Were you expecting the message?
- Is the language urgent, alarming, or threatening?
- Is the sender requesting financial or login information?
- Is there anything unusual or out of the ordinary about the message?
- Is the greeting very generic?
- Is it poorly crafted with poor spelling and bad grammar?
- Does it contain an offer that’s too good to be true?
If you notice anything suspicious about a message appearing to be from us, please call us on 0344 472 6124 to report it. Especially if you have responded to the message with personal or financial information.
How to get in touch with us using a secure message on Self-Serve
Self-Serve is our secure online mortgage service, which is available 24 hours a day, 7 days a week. If your query isn’t urgent, it’s easy to sign in and send us a secure message. If you need a response, we’ll get back to you within 10 working days.
Step 1
Sign-in to Self-Serve and click on the Contact Us button at the top of each screen, then click the Send Secure Message button.
Sign In/Register
Step 2
Complete the form with details of your message – remembering to tell us if you want us to respond to you. You can select from a range of common customer queries using the drop-down box, or you can choose All other queries and tell us the specific details.
Sign In/Register
Step 3
Review your message and click Submit. You’ll then see confirmation that we’ve received our message at the top of your Account Summary screen.
Sign In/Register
Other ways to use Self-Serve
You can also use Self-Serve to find key information about your account and carry out many tasks online, without having to call or write to us.
- 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
- Make monthly card payments quickly and securely
- Check and update your contact or correspondence details
- Make a lump sum overpayment
- Request account information from us, such as a redemption statement
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 previously registered on Self-Serve with Bradford & Bingley or Mortgage Express, you can sign in now with Hyalite Mortgages using your existing details.
Register now – to use Self-Serve for the first time, you’ll need to register and create your secure account.