Frequently Asked Questions

Please see below our full list of FAQs.  If you cannot find an answer to your question, please see our Contact Us page for ways you can get in touch.

Coronavirus FAQs
How much cash can I withdraw from a branch?
The maximum cash withdrawal is £500 per day.
What if I’m unable to visit a branch for a cash withdrawal?

There are other ways you can access the funds in your account:

  • A Faster Payment can only be sent to a nominated bank account in your name. To set up your nominated bank account, please fill out and return our Nominated Account Form, along with additional ID and a bank statement. Once your nominated account has been set up. please complete a Faster Payment Form. Send this to us along with your passbook, and we will ensure the withdrawal is completed as soon as possible
  • Cheques can be withdrawn made payable to yourself, providing the relevant information is provided. This will enable you to pay funds held with us into your current account, to enable easier access to your funds in the coming weeks
Are my savings safe?

Yes. The Financial Services Compensation Scheme (FSCS) is in place to make sure your balances stay safe. You’ll still be protected for up to £85,000 per person. This covers all eligible deposits in both sole or joint current or savings accounts. For more information please refer to the FSCS Information Sheet.

Do I need to visit a branch to make a payment in to my account?

There are other ways you can pay money in to your savings account:

  • A Faster Payment or bank transfer can be sent from an account you hold with another bank or building society
  • You can set up a standing order to pay a set amount at regular intervals in to your savings account. To make a payment in to your savings account from another bank / building society or by standing order, please quote the following bank details: Sort code is 60-83-18, Account number 10001008 Please ensure you always include your Society roll reference number when making a transaction. The 'roll reference number' is your savings account number
  • You can pay in a cheque to your account by post instead of coming into branch. Please make the cheque payable to yourself and write your name, address and roll reference number on the back of each cheque and post it to our Principal Office or one of our branches, along with your passbook (find address details for all our branches here)
When are your branches open?

Our current branch opening hours can be found here.

Intermediaries FAQs
Can the customer add fees to the loan above the LTV limit?

No, LTV limits are inclusive of any fees.

How can I check if a solicitor is on your approved panel?

Please call us on 01384 489195 (option 1) or email us at [email protected] and one of our team will be able to check this for you. 

How do I amend details on a submitted DIP?

If the case status is a DIP refer, you will not be able to make amendments until an underwriter has reviewed the case and provided a decision.

If the case status is 'DIP accept' or 'DIP KFI produced', you will be able to access the case on the portal and click 'edit submitted DIP.'

How do I change the foreign currency loan?

Where all or part of an applicant’s income derives from foreign currency, this will need to be stated when submitting the case via our online portal.

In the ‘Loan Details’ section of the DIP process you will be asked ‘Is the basis for paying this loan in a currency other than GBP?’ to which you must select ‘yes’.

Once you have selected this, you will be presented with a drop-down of foreign currencies to select from. If you require further support, please contact our BDM team. 

How do I request a DIP certificate?

Please email the mortgage sales mailbox at [email protected] and one of our team will respond to your request.

 

I've looked at the checklists and I'm not sure why I need to provide certain documents?

Please ignore the checklist items on the portal and refer to the emails from our team for outstanding items. The checklist functionality is not used. 

The property has fallen through, do I need to resubmit the case or can the address be amended?

Upload the new property details to the case via the online portal or send us an email at [email protected] and we can update for you.

What documents need to be certified and who can certify them?

We ask that identification (name and address) is certified by the broker. Other documents do not need to be certified unless we have specifically requested this. 

What income is used for self-employed applicants?

The Society will use the income shown in the Accounts or Accountant’s letter.

If profit has increased by more than 25% in the last 12 months an average of the last 3 years’ net profits will ordinarily be used. It will be permissible to use the latest figures where there has been more than a 25% rise if a satisfactory explanation can be given and the Underwriter is satisfied that the increase is sustainable.

For a Director who owns more than 25% of a limited company, we will use the remuneration for the Director plus their share of regular dividends based on an examination of dividends paid in the last 3 years.

Please note we accept SA302's or, Tax Calculations with corresponding Tax Overviews as proof of income.

Mortgage Customer FAQs
How do I tell you I have changed my address?

1. If you are a savings customer, you can update your details via the Online Service. If you haven't already registered, click here to find out how. To change your contact details, click 'Services' on the top navigation bar and then select 'Personal details'.  From here, you will be able to amend your details. You won't be able to change your name or date of birth online
2. If you are a mortgage customer, please call our Mortgage Servicing Team on 01384 231414 or find our full contact details here
3. Visit your local branch

What is the interest rate on my account?

There are several way you can find out what your current interest rate is:

1. You can find your mortgage or savings interest rate via the Online Service. If you haven't already registered, click here
2. Call our Customer Services Team on 01384 231414
3. Visit your local branch

If you want to see interest rates for savings products that are no longer available, please see our Closed Interest Rates table.

 

How do I inform you of a bereavement?

You can register the death by calling our Customer Services Team on 01384 231414, visit or call your local branch or email [email protected] 

Please visit our Bereavement Support page for all information about registering a death. Please note, if you require us to register the deceased account(s), we will need to see the death certifcate to accommodate your requests.

Are there any fees or charges to redeem my account?

Redemption fees or charges will depend on what type of mortgage product you have.

Most products do have an Early Repayment Charge during the initial incentive period (e.g. fixed or discounted rate). A smaller number have additional Early Repayment Charges after the incentive period.

We also charge administration fees.

Details and all our current charges can be found in our tariff of charges. A copy of this is sent to you each year with your annual statement.
 

Can I borrow more money?

For information on whether you are able to borrow more money on your mortgage with us, please contact Homebuyers Helpline by using our Enquiry Form.

Can I get a mid-year statement of my transactions?

We issue mortgage transaction statements annually, normally in April, however you can view your transactions via our Online Service by registering here.

Have you received my recent payment?

You can check this on our Online Service. If you haven't registered for this yet, please click here.

How do I change my repayment method or extend the term of my mortgage?

To ensure that we can respond to your individual requirements, please contact our Customer Services Team to discuss this in more detail.

How do I change the address that post is sent to for my mortgage account?

Please complete the online form or contact us and we can send you a form.  

How do I close my mortgage account?

In order to close your mortgage account, you will first need a redemption statement. Please contact us to request one.

How do I make an overpayment to my mortgage account?

You may be able to afford to make additional payments on top of your existing monthly payments. This will help reduce the amount you owe, as well as reduce the amount of interest you repay over the mortgage term.

These can be made through regular overpayments or lump sump payments (note: overpayment limits or early repayment charges may apply, please refer to your most recent illustration for details).

You can send your payment by bank transfer. Our Bank Details are:
Sort Code : 60.83.18 
A/C No : 10001008
Account Number : Your Mortgage Account Number

You can also contact us to pay by debit card.

How do I pay this month's mortgage payment?

The best way is to set up a direct debit.

If you are not able to do this then you can send your payment by standing order or bank transfer.

Our Bank Details are:
Sort Code : 60-83-18 
A/C No : 10001008
Account Number : Your Mortgage Account Number (this starts with '1' and is nine digits long)

You can also contact us to pay by debit card.  

How do I switch my mortgage product?

To ensure we can best support your individual requirements, please contact us to see if you are eligible to switch your product and what products are available.

How do I view my mortgage online?

Visit our Online Service page and select 'Register'. You will then need to enter your surname, date of birth, postcode, and mortgage account number. Follow the steps to create your username, password and memorable word. We will then send a one time passcode to your mobile to confirm your identity.

Following this registration, you will be able to view details of your mortgage via the Online Service. Please note that this is read only and mortgage payments cannot be made online. You can amend some personal details online but not your name or address.

Please note the following:

  • You will only be able to register if we already have your mobile number registered to your account. If we don’t have your mobile number and you would like to register, please contact our Customer Services Team.
  • You can only register if you have a UK address and UK phone number
  • If you hold a Power of Attorney or are a Deputy for someone under the Court of Protection, you will be able to view the accounts you are registered to
  • The Online Service is only compatible with certain browsers
I am looking for a new mortgage deal, what should I do?

Switching your mortgage with us is easy and you do not have to complete a new mortgage application. It will also mean there are no application, valuation or legal fees  

Whether your mortgage product is coming to an end or has already ended, we’re here to help make the switching process as simple as possible. Please send us a secure message using the Online Service or contact us here.

I can’t afford to pay my mortgage. What should I do?

We understand that sometimes you may have concerns or difficulties over your ability to pay your mortgage. It's important you contact us, so we can discuss your individual circumstances and see how we can help you.

I have an Interest Only account and my repayment plan is not on track.

We understand that plans change. If your Interest Only repayment plans have altered or are no longer viable, it is important that you act straight away and either seek independent financial advice or contact us now.

What happens if I fall behind with my mortgage payments?

If you are having difficulty making your mortgage payments, we are here to help and support you. Early contact is essential and enables us to work with you to resolve your payment difficulties  as soon as possible, so please contact us.

If we cannot agree a way forward, we will begin legal proceedings to recover the arrears, which will incur additional cost. It may mean a court hearing will take place but not necessarily that your home will be repossessed.

Repossession is our last resort. You should remain in contact with us at all times.

What happens if I have made a mortgage payment after my mortgage redeems?

Any additional payments to a mortgage account that has been redeemed will be refunded.

If the overpayment was in the form of a direct debit payment, this will be refunded back to your bank account. For any other refunds, please contact us and we will discuss the best way to process your refund.

What happens to the Title Deeds to my house after redemption?

Once your mortgage is redeemed, if we hold any Title Deeds, they will be returned to you.

What is my current mortgage balance?

The easiest way to check your mortgage balance is via our Online Service. If you have not registered for this yet, please click here

What term do I have left on my mortgage?

The easiest way to check your mortgage term is via our Online Service. If you haven't registered for this yet, please click here.

When do I receive my annual mortgage statement?

We send out mortgage statements annually, normally in April. This will cover transactions from April to March of the previous year.

Savings Customer FAQs
Who can certify identification documents?

Documents can be certified by the Post Office or one of the following professionals: Solicitor, Accountant, Authorised Financial Advisor or Doctor stating their full name and profession.

Who should cheques be made payable to?

When paying a cheque into an account, they should be made payable to the account holder's name.

What proof of identity is accepted?

If we have asked you to provide identification proof, please see our list of acceptable documents.

For personal accounts, please click here.

For business account, please click here.

Can I add someone else to my sole savings account?

It may be possible to add someone else but this is product specific, so some restrictions may apply. To discuss changes to your account, please contact us.

How can I check if my expected bank payments have been credited to my savings account?

There a few ways you can do this:
1. You can register for our Online Service where you will be able view your latest transactions
2. You can contact us and speak to an advisor over the phone who will be able confirm receipt of a payment
3. You can visit your local branch who will be able to update your passbook with the latest transactions

Visit our Payments page for more information.
 

How do I inform you of a bereavement?

You can register the death by calling our Customer Services Team on 01384 231414, visit or call your local branch or email [email protected] 

Please visit our Bereavement Support page for all information about registering a death. Please note, if you require us to register the deceased account(s), we will need to see the death certificate to accommodate your requests.

How do I manage an account for someone who has lost mental capacity?

We can add you as an operator to an account for someone if you hold Power of Attorney or Deputyship under the Court of Protection. In order to register a POA or COP, you will need to contact our Customer Service Team for the relevant forms to complete and we will also need to verify your identity. Once we have completed this we will add you as an operator to the account(s). 

Once you have been added as an account operator, you can view the account(s) online. If you want to make any transactions on an account you hold Power of Attorney for, you won’t be able to do this using our Online Service.

How do I tell you I have changed my address?
  1. If you are a savings customer, you can update your details via the Online Service. If you haven't already registered, click here to find out how. To change your contact details, click 'Services' on the top navigation bar and then select 'Personal details'.  From here, you will be able to amend your details. You won't be able to change your name or date of birth online
  2. If you are a mortgage customer, please call our Mortgage Servicing Team on 01384 231414 or find our full contact details here
  3. Visit your local branch
How do I transfer my Dudley Building Society ISA to another provider?

Contact the ISA provider that you would like to transfer to. They will then contact us directly to transfer the funds, which will be transferred within 15 working days.

How do I transfer my ISA to Dudley Building Society?

In order to transfer your ISA to us, you will need to complete and return an ISA transfer-in form which can be found on our Existing customer page. We will then liaise directly with your current ISA provider and the funds will be transferred within 15 working days.

I have a passbook account, how do I view my balance online?

Visit our Online Service page and follow the 'Register' link to access our Online Service. You will need to enter your surname, date of birth, postcode and roll number. Following this you will be asked to create a username, password and memorable word. A security code will then be sent to the mobile number that we have on file for you. Once this is confirmed you will be able to view your passbook account(s) online.

Please note the following:

  • You will only be able to register if we already have your mobile number registered to your account. If we don’t have your mobile number and you would like to register, please contact our Customer Services Team.
  • You can only register if you have a UK address and UK phone number
  • If you are an operator on a child’s account or a business account, you won’t be able to view the account online. However, you can still register to contact us online and apply for any of our available online personal savings products
  • If you hold a Power of Attorney or are a Deputy for someone under the Court of Protection, you will be able to view the accounts you are registered to
  • The Online Service is only compatible with certain browsers
What are Dudley Building Society's bank details?

For all online accounts, the Society bank details are:

Sort Code: 60-83-18

Account Number: 10001016

Please remember to always quote your roll number when making a transfer in to your Dudley Building Society.

If you are a passbook member, the Society bank details are:

Sort Code: 60-83-18

Account Number: 10001008

Please remember to always quote your roll number when making a transfer in to your Dudley Building Society.

What happens with my ISA allowance if I don't use it within the tax year?

You will forfeit the allowance for the tax year.

What is an ISA?

ISA stands for an Individual Savings Account. The main difference between an ISA and other savings accounts is that you can save tax-free into a Cash ISA, so you could get more for your money. There is a limit to how much money you can put into an ISA in each tax year - this is called the 'ISA allowance'.

What is my roll reference number?

Your roll reference number can be located on the most recent transaction page in your savings account passbook. If you are an online customer, the roll reference number will be on your home page. This number must be quoted whenever you wish to make a transfer into your account.

Your roll reference starts with a '5' and is nine digits long. 

How will you confirm my identity?

Whether you are a new or existing customer, whenever you apply for a savings account we will need to confirm your identity. This is to meet UK Money Laundering regulations and help stop criminals from using our accounts for their own benefit.

We may be able to check your identity electronically by using credit reference agencies to search information. This is an identity check and will not affect your credit rating.

If these automated checks are unsuccessful, don't worry, as a member of our Customer Service Team will contact you to discuss alternative methods to verify your identity.

I have a notice account and would like to withdraw funds, what should I do?

To make a withdrawal without a penalty fee, please contact our Customer Services Team, who will be able to add the notice onto your account and inform you of the dates which you can withdraw penalty free. 

I have lost my passbook, what should I do?

If you have lost your passbook, you should notify us immediately. Contact us or visit your local branch.

I would like to open an account for my grandchild, how can I do this?

You will need to complete an Under-16 application form. This will need to be completed with the child's details in section one, your details in section two and finally the child's Parent/Guardian details in section four. 

Our website has a full list of our current products. Use our Product Finder to find a product that suits you and you can download the relevant application form to complete at home.

I would like to open an account, do I need to book an appointment?

You don't need to make an appointment to open an account. Our website has a full list of our current products. Use our Product Finder to find a product that suits you and you can download the relevant application form to complete at home. Alternatively, you can contact us and we will send the application forms to you.

Once completed, return it to us in the post or use our drop and go service at one of our branches.

My savings account has matured, what do I do?

Two weeks before your account matures, we will write to explain your options and the current products available to you. After the maturity date, you will then have two weeks in which you can move funds into one of our maturity products.

After that date, you will only have the current products available, which are shown on our website in our Product Finder

What is the interest rate on my account?

There are several way you can find out what your current interest rate is:

  1. You can find your mortgage or savings interest rate via the Online Service. If you haven't already registered, click here
  2. Call our Customer Services Team on 01384 231414
  3. Visit your local branch

If you want to see interest rates for savings products that are no longer available, please see our Closed Interest Rates table.

What should I do if I'm planning to move abroad?

Please contact our Customer Services Team so that we discuss next steps.

What's the difference between current balance and available balance?

Your available balance is the balance in your account where the funds have cleared.

The current balance is the balance that includes any uncleared funds e.g. cheques you may have paid into your account which haven’t yet cleared.

Where can I find details of all Dudley Building Society products?

You can find details of all of our available savings products in our Product Finder.