Supporting You

There are many ways we can offer you additional support depending on your needs, from speaking with someone you trust, to giving you extra time to absorb or get help with reviewing information.

Getting help from a trusted third party

We are happy to speak with someone you trust. That could be a friend, family member, carer, or someone from an independent organisation or charity; it’s your choice.

If you’d like us to liaise with someone else on your behalf, you can call our team and give verbal authority for a third party to act on your behalf. This authority will last for three months.

Alternatively, you can ask us to send you an authorisation form in the post, via email, or if you have access to online services via secure messaging. The form needs to be completed by you and the trusted person you have chosen, signed, and returned to us via post, email, or secure message. This authority is valid until it is revoked by you.

Requesting an alternative format

We can communicate with you in a variety of alternative formats, such as Braille, large print, coloured paper, or audio. Your chosen format will include any letters, annual statements or written information relating to your mortgage.

Once you have chosen a format that is most suitable to you, we will make sure that everything we send to you is in the format of your choice.

You can request the format of your choice over the phone, in the post, via email, or if you have access to online services via secure messaging.

Communicating with us

Our specialist team have had an extensive range of training to help them offer the right support and guidance. The team are there to help either on the phone, in writing, via email, or if you have access to online services via secure messaging.

If you choose to call, our team are available Monday to Friday, 9:00am – 5:30pm on 0333 300 0426

Alternatively, you can write to us at a time that is convenient to you.

• Post a letter to Acenden, Ascot House, Maidenhead Office Park, Maidenhead, SL6 3QQ
• Email us at customerservices@acenden.com
• Or if you have access to online services, you can send us a message via secure messaging at Acenden.com; and our secure messaging team will respond within 2 working days.

We know that providing our people with the right support is as important as supporting you, so have established a network of mental health first aiders across our business to make sure they have someone to talk to too.