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Making Payments

One simple and convenient way is to pay by Direct Debit. It is one of the safest and most reassuring ways of paying and Acenden processes and administers Direct Debits in accordance with BACS regulations.

To set up a new Direct Debit or amend the details of your current one, please call our Collections Department on 0333 300 0468.

Please note:

Direct Debits can be cancelled or amended at any time, but to ensure any changes can be made to your current month’s payment, please note the following :

  • Cancellations - You can request cancellation of your Direct Debit instruction up to 6 working days prior to your Contractual Monthly Instalment (CMI) due date.
  • Amendments - You can make amendments to your Direct Debit instruction up to 8 working days prior to your Contractual Monthly Instalment (CMI) due date

Therefore, please ensure that you have sufficient funds in your account to meet either the initial collection or the subsequent representation. A £25.00 fee will be charged to your mortgage account each time a Direct Debit attempt is returned unpaid by your bank. In addition, your bank may also charge you for each unpaid Direct Debit they have to return

If your payment is returned unpaid, we will try to represent your Direct Debit up to 14 working days following our initial attempt depending on the reason for failure quoted by your bank.

Acenden cannot collect Direct Debits on a date other than your contractual due date. If you want to change the date you make your payment, please call our Collections Department on 0333 300 0468 for further information.

You can pay your mortgage in a number of different ways, to suit your circumstances. If you use one of the following methods, an Alternative Payment Method fee is not payable

  • Direct Debit (only available on your contractual due date)
  • Standing order
  • Telegraphic transfer
  • CHAPS
  • Debit card online via our website @ www.acenden.com
  • Interactive voice response (IVR) payment system

If you pay using any of the following methods, you will be charged an Alternative Payment Method Fee of £5.00:

  • Bank Giro Credit
  • Debit card over the phone
  • Postal order
  • Cheque
  • Internet Transfer

Please note we are unable to accept payments by credit card.

You must allow up to 5 working days for payments to reach your account and therefore your arrears balance may not include recent transactions.

Please make sure your mortgage account number is quoted as a reference on all payments made. This will help us allocate your payment to your account promptly.


Third party payments

This is for information purposes and does not apply to payments made via the web

In accordance with regulations for the prevention of financial crime we are introducing an on-line tool which will enable us to check the identity of third parties. We will use the information any third party gives us to verify their identity and to decide whether to accept a payment from them.

What you need to do

  • If your regular loan payments are made by you, you do not need to do anything.
  • If a third party makes regular cheque payments on your account we will continue to accept these for a limited, 2 month period starting from 22nd August 2013. However from Monday 22nd October 2013 we will no longer accept cheque payments from third parties that have not been through the verification process. We therefore encourage the third party to call us during this period to complete the verification process in time for the 22nd October 2013, to ensure that no payments are delayed.
  • If a third party makes Debit Card payments on your account, the next time they call in to make a payment after the 22nd August 2013 they will be asked to complete the verification process before we decide whether the payment can be accepted.

We wish to make this simple, ‘one off’ verification process as easy as possible; we hope that you will understand our responsibilities.

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