Information for customers transferring to Whistletree
How do I know if my account is transferring to Whistletree?
We have written to all affected customers in July 2016 with full details. If you do not receive such a letter, then your account is not included in the transfer.
Who owns my mortgage or loan?
Your account has been sold to Whistletree - a trading name of TSB Bank plc.
Who are Whistletree?
Whistletree is a trading name of TSB Bank plc. They will manage the portfolio of mortgages and loans being transferred from NRAM.
How does this affect me?
Your rights under your mortgage contract are unaffected by this sale, your existing Terms and Conditions continue to be applied and your Account Number will stay the same. Whistletree have full entitlement to receive the payments you make to your account.
You will start to see the Whistletree logo on all statements and letters, as well as new Whistletree contact numbers, bank details and a new customer website, which Whistletree will be writing to you about soon.
Also if you have recently received any of the documents listed below please note that they will still be valid until the expiry date quoted on the document:
If you have a ‘Safe & Sure’ account you need take no action as a result of this change.
How do I make a customer service query or complaint?
What if I have more than one mortgage with NRAM?
We have sent a separate confirmation letter for each mortgage that is included in this (or any other) sale and transfer. If you do not receive a letter relating to your other mortgages, they are not included in this transfer.
Will I receive any other communications from NRAM?
Future communications, including annual statements, will come from Whistletree instead of NRAM, with the exception of responses to complaints previously made to NRAM.
What if I am currently making changes to my account?
Any changes to your account that are already in progress with us or have already been agreed by us will still be made.
What do I need to do now?
If you pay by Standing Order, bank transfer, online banking or by using a paying-in book, you can find out how to change your monthly payment details by visiting the Whistletree website.
Important: you should change your payment details as soon as possible after receiving your letter from Whistletree. This will avoid you potentially missing a payment and falling into arrears.
If you currently pay by Direct Debit, you need take no action.
How can I set up a Direct Debit?
If you want to set up a Direct Debit to make your payments each month, just call us.
What if I have redeemed (fully paid off) my mortgage?
If you have fully paid off this loan, this letter is for information only and you need take no further action.
Will my current Arrangement To Pay (ATP) be maintained?
Yes. If you currently have a payment arrangement to clear your arrears, there will be no change to your existing ATP as a result of this transfer. You should continue to make the agreed payments.