Online Mortgage Transfer Service FAQs

If you are eligible to use our online mortgage transfer service, you’ll receive a letter through the post approximately 8 weeks before your current mortgage product ends. The letter will contain instructions on how to access the online service.

You’ll find your Activation Key on the letter you received from us about our online mortgage transfer service. Keep this letter safe as you’ll need to use your Activation Key each time you log on.

If you’ve misplaced the letter containing your Activation Key, don’t worry. Call us on 01282 440500* and we’ll help you access your account.

You can find your mortgage account number on your latest mortgage statement or any correspondence from us regarding your mortgage. It is not included on your mortgage transfer letter for security reasons.

When entering your postcode, please make sure it is for the property the mortgage is in relation to. This may differ from your correspondence address.

If you signed up to receive email notifications from us but haven’t received anything, please make sure you check your junk mail folder. If our email is in your junk mail folder, adding us to your ‘safe sender’ list will help any future notifications find their way to your inbox. If you’ve checked your junk mail folder and you still haven’t received an email from us, please contact us on 01282 440500*.

If you signed up to receive email notifications, you’ll receive an email from us when your mortgage illustration offer is ready to view. Once you receive this email, log into your account and the illustration will be ready for you to download. If you didn’t sign up to receive email notifications, keep checking back by logging into your account.

We automatically log you out after 20 minutes of no activity. This is to protect your privacy should you forget to log out.

Please contact us on 01282 440500* and we’ll send information on the existing borrower products available to you by post.

If you haven’t selected a new Marsden product, or made arrangements to transfer your mortgage to another provider, you will revert to our Standard Variable Rate (SVR) or Let Variable Rate (LVR).

If you would prefer to talk to someone about your mortgage, you can speak to our qualified mortgage advisors over the telephone by calling 01282 440500*. You may find this service helpful if your circumstances have changed or you want to make other changes to your mortgage, such as extending your term, mortgage repayment type or applying for additional borrowing.

From time to time we will schedule maintenance that affects your access to the online mortgage transfer service, when we do this we will give notice on the login screen and will always aim to carry out maintenance in quieter periods or overnight.

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