Know more about your mortgage before you buy…
Anybody who is serious about applying for a Direct Line Fixed Rate or Discount Tracker Mortgage should read the relevant Full Mortgage Terms and Conditions for properties in England and Wales, or for those in Scotland – essential reading on how our mortgages work, who can apply, on what properties and for how long, the costs, how interest rates work, the conditions that apply to both parties and what happens if things go wrong or you pay in full.
When a mortgage is confirmed we will send you a personalised Mortgage Agreement to accompany these documents.
| YOUR HOME MAY BE REPOSSESSED IF YOU DO NOT KEEP UP REPAYMENTS ON YOUR MORTGAGE. |
Mortgages provided by The Royal Bank of Scotland plc trading as Direct Line.
We are a member of The Royal Bank of Scotland group. We are authorised and regulated by the Financial Services Authority and covered by the Financial Services Compensation Scheme. For more information about us please see the Mortgage Terms and Conditions above.
- All mortgages available from £10,000 in Scotland, England and Wales. Minimum mortgage term 2 years.
- Over 18s only. Must be able to repay before sooner of retirement or age 70.
- All rates correct at 11th April 2008. Whilst we make every effort to update this site as soon as our rates change, in some cases this may take a few days.
- Overpayments must be made as lump sums.
- It’s worth remembering that, because our fees will be added to your mortgage balance, you’ll have additional borrowing to repay.
- When you take out a Direct Line mortgage, we will send you a voucher which entitles you to 20% off our best home insurance price (you can choose buildings and/or contents) for two years. You'll have 12 months to claim your discount if you want to - your voucher will tell you how to do this. The two years starts when your insurance is put in place. It's valid for new and existing home insurance customers. Direct Line Home insurance is underwritten by Direct Line Insurance plc.
More information on switching to Direct Line
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Legal fees offer: some lenders may require payment of a fee when a mortgage is being transferred. Unusual legal fees, for example fees which apply because there is a second charge on the property or a transfer of title is required, are not included in this offer. If for any reason the mortgage does not complete, a maximum of £50 for legal fees plus the amount of any costs already incurred may be payable to you by our solicitors.
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Valuation fees offer: we will pay for the valuation we require in connection with the remortgage application, using our nominated valuer.
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Both offers: this is a limited offer and may be withdrawn at any time without notice. With some of our deals you will need to repay the standard legal and valuation fees if you repay your mortgage before the end of the term.
Fixed Rate Mortgages
About our services
The Royal Bank of Scotland plc trading as Direct Line do not offer mortgage advice. However, we can give you information on our products to allow you to make your own decision. We only offer our own mortgages. We do not charge a fee for these services, however product fees and fees payable to third parties will be detailed in the Key Facts Illustration you receive.
How we can help
Direct Line is committed to providing the highest standard of customer service to all our customers. However, if we fall short of this standard, we would like you to tell us, so that we can do everything possible to ensure your complaint it is dealt with quickly and fairly.
How to complain by telephone
Please contact the Mortgage Helpline on the following number:
Call: 0845 300 1400
Lines open: 8.30am-7.30pm Monday to Friday.
If our Customer Advisors are unable to resolve your complaint, we will arrange for the relevant person to investigate the complaint on your behalf as quickly as possible.
How to complain by letter, email or fax
Please write to, email or fax your complaint to Customer Care Team at the address provided below.
If your complaint involves a third party
If you have a complaint relating to any third party referred to you by Direct Line – a surveyor, for example – you should still phone our Helpline, or write to us at the following address:
You should address your complaint to:
Customer Care Team
Direct Line
PO Box 12347
Birmingham
B2 2BA
Email: !GOBBGLACustomerTeam@rbs.co.uk
Fax: 0845 300 3816
Financial Ombudsman Service
The Financial Ombudsman Service has been set up by our regulator, the FSA, to provide consumers with a free, independent service for resolving disputes with financial firms.
If we have been unable to resolve your complaint within 8 weeks, you can refer your complaint to the Financial Ombudsman Service.
Or, if all reasonable avenues to resolve your complaint have been exhausted, we will send you a "final response" letter.
This will allow you to refer your complaint to the Financial Ombudsman Service, who, once contacted, will liaise with Direct Line on your behalf. The Financial Ombudsman Service will then inform you directly of their decision.
The Financial Ombudsman Service contact details are:
The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London E14 9SR
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