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If you think you might find it difficult to pay your mortgage, it's important you speak to us as soon as possible. Don’t wait until you’ve missed a payment before you get in touch. We’ll do all we can to help you.  
 
Complete a mortgage budget planner before getting in touch with us. This will help us provide you with the best support options based on your circumstances. Then either:

You’ll find more information on our pages about how we can help with mortgage repayments and how we support the Government’s Mortgage Charter.

If you think someone you know is a victim of financial abuse, they might need some support from you to ask for help. You can show them the UK Finance ‘It’s your money’ leaflet and encourage them to contact us, their bank or building society, or one of the organisations listed at the back of the leaflet. 

Your mortgage statement

When you receive a mortgage statement depends on the type of mortgage you have.  

  • If your interest is charged daily, we’ll send you a statement each year on the anniversary of your completion date.  
  • If your interest is charged annually, we’ll send you a statement each January.  
  • If you have a flexible mortgage, we’ll send you a statement every six months.   

Mortgage redemption statements

If you’re remortgaging, or want to pay your mortgage off in full, you may need a redemption statement. It’s a document which tells you how much you have left to pay on your mortgage, including any interest due and any fees. You can request a redemption statement in a few ways: 

Don’t worry if you fall behind on your mortgage payments. We’ll do all we can to help. Speak to us as soon as possible and we’ll support you to find a solution.  
 
Try and complete a mortgage budget planner before getting in touch with us. This will help us provide you with the best support options based on your circumstances. Then either: 

  • Send your completed form to      customersupportteam@principality.co.uk. 
  • Post your form to Principality Building Society, Principality House, The Friary, Cardiff, CF10 3FA. 
  • Call us on 0330 333 4020 and we can talk through your situation over the phone. 

You’ll find more information on our pages about how we can help with mortgage repayments and how we support the Government’s Mortgage Charter.

You might need someone to manage your finances on your behalf. This could be either permanently, or for a short time. 

Some of the reasons people choose to use Power of Attorney are: 

  • illness 
  • disability  
  • living abroad 

If a Power of Attorney is applied to an account you hold with us, the person looking after your finances will need to speak with us on the phone or in branch to manage your affairs. For security purposes they won't be able to look after your finances online. 

If you want to:

Financial abuse can take many forms. And it can happen to anyone, regardless of your age, gender, ethnicity, class, religion, or disability.   

Financial abuse can look like: 

  • Stopping you from working or getting to your job. 
  • Making you hand over control of your bank accounts. 
  • Making you explain what you’ve spent your money on. 
  • Stopping you buying essentials. 
  • Taking out credit cards or loans in your name. 
  • Spending your household budget on other things without telling you. 
  • Withdrawing money from your account without your knowledge or permission. 

Here's what to do if you've forgotten your user ID and password:

Step 1: Request a user ID reminder. We'll email it to you straight away. 
Step 2: Reset your password. (You'll need your answers to the security questions you set when you registered your online profile).

If you’ve changed your mobile number: We need an up-to-date mobile number to text you a unique passcode each time you log in. If you need to update the phone number associated with your account give us a call on 0330 333 4000 and we’ll update your details.
 

If you're still having trouble logging in, or you're getting a notification saying you're 'locked out', please call us on 0330 333 4000.

If you have an ISA with another provider, you can transfer the money into a cash ISA with us, provided the ISA allows transfers in.   


If you have an ISA with Principality, you can transfer the money to an ISA with a different provider. However, this will be subject to the account terms of the ISA you have with us.  
 

Find out more about how to make an ISA transfer. 

Talking about abuse at home can feel difficult, or frightening. We’re here to support you and give you options. And we’ll never share any information you give us with any other people named on your account. 

How we can help you take back control of your money: 

  • We’ll listen to you to understand what you’re going through.  
  • We’ll never judge you or put any pressure on you.
  • We’ll suggest ways we can help. 

We can offer practical support to help you take back control of your money. This could include: 

  • Helping you understand the payments going in and out of your account. 
  • Letting you know your options if you have a joint account. 
  • Setting up a new savings account. 
  • Sending your statements to a different address. 
  • Helping you deal with any debts. 
  • Working out a budget. 
  • Letting you know about other organisations that can support you and help keep you safe. 

Important: If you need help urgently, there are organisations you can contact for advice:

Not ready to talk? Download this leaflet from UK Finance for examples of financial abuse, how we can help, and a list of organisations that can support you when you’re ready.