Rooftop Mortgages

There are many ways which you can make a payment towards your mortgage account:

Direct Debit
We can collect your monthly payments directly from your bank. Whenever there is a change to the amount or date of collection we will write to you in advance. If you would like to set this up today please call us on 0333 014 4474.

Self Service Payment Line
You can pay using your debit card 24 hours a day. Please call 0333 014 4474 and select option 1.

Online Portal
You can pay using your debt card 24 hours a day with our Online Portal. Please visit rooftop.mymortgagelink.co.uk to register and login.

Standing Order
You can set up a Standing Order with your bank so payments are made automatically each month.
It’s important to note that if there is a change in your instalment, unlike a Direct Debit, you will need to make the change with your bank.
Please call us on 0333 014 4474, or use our Contact Form, if you’d like our bank account details.

Bank Transfer
You can visit your bank or make payment 24 hours a day through your online banking.
Please call us on 0333 014 4474, or use our Contact Form, if you’d like our bank account details.

Cheque
If you prefer to make payments by cheque, you can send a cheque made payable to Rooftop Mortgages Limited to us at:

Rooftop Mortgages Limited
PO Box 522
Ipswich
IP1 3YE

Please write your mortgage account number, surname, and post code on the back of the cheque.

Unfortunately we don’t offer new mortgages.

If you’d like to see what products are available to you from another lender, speak to a mortgage broker.

You can find information on brokers in your local area by visiting www.unbiased.co.uk

You can find out the interest rate for your mortgage on the Annual Statement we send to you every year.

If your interest rate ever changes, we will send you a letter to let you know what it has changed to and how much your new payments are.

Our fees and charges cover the cost of any additional work you ask us to carry out on your account, such as sending you copy documents.

We send you a copy of our Fee Tariff with the Annual Statement, and you can also download a copy here.

If you’d like to know more, get in touch with us.

You can make the following changes to your mortgage, free of charge:

• Change your payment date
• Change your correspondence address

You can request the following changes to your mortgage, but we will need to review your circumstances to make sure it’s affordable for you. You may also need to pay an upfront fee before we make any changes. Please refer to our Fee Tariff.

• Add or remove someone from your mortgage
• Change your mortgage term
• Change your mortgage from Repayment to Interest Only, or vice versa
• Consent to letting out your property
• Sell a part of your property

If you’d like to make a change to your mortgage, get in touch with us, and we’ll let you know what happens next.

You might be able to take your current mortgage with you to your new home.

Your Mortgage Offer will tell you if this option is available. It will also depend on our lending rules, so get in touch with us to find out if you can take your mortgage with you, and what happens next.

If you can afford to make extra payments, overpaying your mortgage means you pay less interest and pay off your mortgage sooner.
However, it’s important to check if there are any limits to how much you can overpay or if you’ll be charged for making extra payments. Have a look at your Mortgage Offer, which will tell you how much you can overpay without charges.

It’s important to note that we may need to ask you for evidence of where the money has come from if you make extra payments, to comply with money laundering regulations.

If you want to know more about making extra payments, get in touch with us.

We don’t provide insurance products, but it is important you have the right cover in place for your needs.

It’s also a condition of your mortgage that you have buildings insurance in place.

If you’re not sure what insurance you need or where to go to find out what’s available, visit www.MoneyHelper.org.uk. Their website tells you about insurance comparison websites, insurance brokers, and how to find a broker.

As we are not offering different products to our existing customers, and the way lenders check if you can afford a mortgage has changed since you took out your mortgage, if you are a residential mortgage customer you may be classed as a “mortgage prisoner”.

If you aren’t in arrears, and have at least two years left on your mortgage, you may be able to switch to a better mortgage.

We can’t give you advice on what’s the best thing for you to do, but you can visit www.unbiased.co.uk to find details on mortgage advisers in your local area.

If things haven't gone as you expected or you’re unhappy with something we did, please let us know. We’ll work with you to understand what happened and do our best to put it right.

You can make a complaint using one of the following options.

By Email
If you have a residential mortgage, please email residential@bcmglobal.com
If you have a BTL mortgage, please email btl@bcmglobal.com

Please tell us your name, account number, property address, contact telephone number, along with what’s gone wrong and how you would like us to put it right.
Please don’t include any sensitive information such as security details, card details etc.

By telephone
You can call us on 0333 014 4474, 8:30am to 5:30pm, Monday to Friday.

Write to us
You can send us a letter to:

Rooftop Mortgages Limited
PO Box 522
Ipswich
IP1 3YE

Please tell us your name, account number, property address, contact telephone number, along with what’s gone wrong and how you would like us to put it right.

The complaints process
We’re committed to resolving complaints and helping make things right for our customers. We’ll make every effort to resolve any complaint as soon as possible and we will contact you by your preferred method within 3 working days of your complaint being logged.

Summary Resolution Letter
You’ll receive this if we’ve been able to resolve your complaint to your satisfaction within 3 working days following the day we received your complaint. We’ll also tell you about the Financial Ombudsman Service (FOS), should you wish to take matters further.

Final Response
We’ll try to resolve your complaint within 3 working days. If that’s not possible, we’ll send a letter acknowledging the issue. And of course, we'll keep you updated on the progress.
Once we’ve resolved your complaint to the best of our ability you’ll receive a Final Response letter which covers:

• Details of our investigation
• Our decision
• If applicable, next steps
• Information about the Financial Ombudsman.

How to take your complaint further
If you're unhappy with our decision and wish to take your complaint further, you can ask the Financial Ombudsman Service (FOS) to review your complaint. This is a free, independent service for resolving such disputes.

You can refer your complaint to the FOS at any time. But they’ll need our consent to investigate complaints if we haven’t:

• Had the chance to put things right
• Exceeded the handling timescales permitted for your complaint.

If you want to refer your complaint after we've issued our Final Response, you must do it within 6 months of the date on the letter.