Frequently Asked Questions - Dudley Building Society

Mortgage Rate Change

When will I find out my new repayment amount?

You will receive a letter at least 10 days before your new patment falls due. This letter will confirm your new rate and monthly repayment amount.

Please note that if you are on a fixed rate product, your interest rate and payment amount will not be impacted.

What do I need to do if my repayment amount changes?

If you pay by Direct Debit you don't need to do anything as your repayment amount will change automatically.

If you pay by standing order you will need to contact your bank or building society to amend your repayment amount at least 10 days before your next due date confirmed in your letter. Our bank details are;

Sort code: 60.83.18 Account Number: 10001008 Reference number: Your Mortgage Account Number

Can I change my payment date if I pay by direct debit?

You must always make your payment each month. We have three collection dates available; 1st, 12th and 26th. If you do not pay by direct debit make sure your payment is made by the 17th of each month to ensure it reaches your account in good time.

Why has my repayment amount increased more than I expected?

You may have has charges debited to your account. Charges are generally applied when you ask for certain changes to your mortgage account or if you have missed or made a late monthly repayment. You will have been pre-notified of any charges debited to your account.

If charges have been debited, your mortgage balance will be recalculated to include any charges and the balance of your account will have increased since the last time a new payment was generated. Payments will be calculated on the increased balance.

Full details of any charges can be found here.

I am worried that I will not be able to make my new monthly mortgagae repayments

If you have any concerns about being able to make your monthly mortgage repayment, it is important to let us know as soon as possible. The earlier we know about an issue, the more we can do to help. Please contact us on 01384 231414 or use the enquiry form found here.

I have an arrangement in place to clear my arrears, will this continue?

If you have an agreement in place you will need to pay your new monthly mortgage repayment plus the amount we have agreed with you. Details of your payment are confirmed in your letter. If you think you may not be able to afford this, please contact us as soon as possible on 01384 231414.

What happens if I fall behind with my mortgage payments?

If you have any concerns about being able to make your monthly mortgage repayment, is it important to let us know as soon as possible. The earlier we know about na issue, the more we can do to help. Please contact us on 10384 231414 or use the enquiry form found here.

Why has my repayment amount reduced?

You may have made overpayments to your account which you can see on your annual statement, your mortgage balance will be recalculated. The balance of your mortgage account will have decreased since the last time a new payment was generated. Payments will be calculated based on the current balance and will reflect any overpayments.

How can I find out if you have received my monthly repayment?

Exisiting mortgage customers, logging on in the UK, can now register to use our Online Service. The service allows you access to track your balances, monitor your transactions and contact us online, all with the click of a few buttons. Alternatively, we can answer your query by contacting us on 01384 231414 or by using the enquiry form found here.

How do I make a repayment?

The best way is to set up a direct debit by contacting us on 01384 231414.

If you are not bale to do this, then you cna send your payment by standing order or bank transfer. Our bank details are:

Sort code: 60.83.18 Account number: 10001008 Reference number: Your mortgage account number

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 would help reduce the amount you owe as well as reduce the amount of interest you would repay over the mortgage term. These can be made through regular overpayments or lump sum payments (overpayment limits or early repayment charges may apply. Please refer to your most recent illustration for details).

Please contact us on 01384 231414 for more details.

How do I find the remaining term or balance of my mortgage?

Exisiting mortgage customers, logging on in the UK, can now register to use our Online Service. The service allows you access to track your balances, monitor your transactions and contact us online, all with the click of a few buttons. Alternatively, we can answer your query by contacting us on 01384 231414 or by using the enquiry form found here.

Would I be able to change my repayment type (e.g. interest only, repayment, part and part) or change my mortgage term?

It is best for you to seek mortgage advice prior to making this type of change. If you do not have a financial advisor, our financial advice partner, Concept can provide support. Please complete the enquiry form here to speak with Concept or contact us on 01384 231414.

I have an interest only account and my repayment plan is not on track

If you have any concerns about being able to repay your mortgage, it is important to let us know as soon as possible. the earlier we know about an issue, the more we can do to help. Please contact us on 01384 231414.

If we cannot agree a way forward, then we may 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 and you should remain in contact with us at all times.

I have received a mortgage offer. When will I be notified of any changes to my repayment amount?

We will be in touch with you about the rate chage and if your mortgage payment will be affected.

Are there any fees or charges associated with redeeming my mortgage?

This depends 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). Some have additional Early Repayment Charges after the incentive period.

We also charge administration fees. Details of all our current charges can be found here.

If you would like further information, please contact us on 01384 231414.

Mortgage Customers

Corporate and Unincorporated - July 2022

Corporate & Unincorporated
Product name	Product Code	Tier	Current rate	New rate
Unincorporated Instant	389	£ 50	0.10%	0.15%
Unincorporated Instant	389	£ 500	0.15%	0.20%
Unincorporated 35 day notice Issue 2	571	£ 50	0.10%	0.15%
		£ 1,000	0.25%	0.30%
		£ 25,000	0.45%	0.50%
Unincorporated 35 day notice	388	£ 50	0.10%	0.15%
		£ 1,000	0.45%	0.50%
		£ 25,000	0.75%	0.80%
Deposit Tracker	113	£ 50	0.10%	0.15%
Deposit Tracker	113	£ 500	0.15%	0.20%
Corporate 35 day notice Issue 2	570	£ 50	0.10%	0.15%
		£ 1,000	0.25%	0.30%
		£ 25,000	0.45%	0.50%
Corporate 35 day notice	387	£ 50	0.10%	0.15%
		£ 1,000	0.35%	0.40%
		£ 25,000	0.65%	0.70%

Instant Access - July 2022

Instant Access
Product name	Product Code	Tier	Current rate	New rate
Fully Paid Share	12	£ 1	0.10%	0.15%
FLEXI SAVER ACCOUNT	99	£ 1	0.10%	0.15%
FLEXI SAVER ACCOUNT	99	£ 10,000	0.15%	0.20%
EXTRA SPECIAL	13	£ 10	0.10%	0.15%
EXTRA SPECIAL	13	£ 10,000	0.15%	0.20%
INSTANT TRACKER	112	£ 50	0.10%	0.15%
INSTANT TRACKER	112	£ 500	0.15%	0.20%
LOYALTY ACCOUNT	107	£ 10	0.10%	0.15%
LOYALTY ACCOUNT	107	£ 500	0.15%	0.20%
Maturity Bonus	381	£ 100	0.15%	0.20%
Maturity Bonus 2	526	£ 100	0.15%	0.35%
INSTANT TRACKER (U)	344	£ 50	0.10%	0.15%
INSTANT TRACKER (U)	344	£ 500	0.15%	0.20%
Limited Access Bonus	398	£ 100	0.15%	0.25%
Limited Bonus 2	562	£ 100	0.15%	0.45%
Inst Acc Onl F & F	576	£ 10	0.15%	0.20%
50 PLUS TRACKER	43	£ 1	0.10%	0.15%
		£ 10,000	0.15%	0.30%
		£ 25,000	0.20%	0.40%
		£ 50,000	0.30%	0.50%
		£ 100,000	0.40%	0.70%
INSTANT SIX ACCOUNT	88	£ 5,000	0.15%	0.20%
		£ 10,000	0.20%	0.30%
		£ 25,000	0.25%	0.40%
		£ 50,000	0.35%	0.50%
DUDLEY SUPER 60	37	£ 1	0.10%	0.15%
		£ 10,000	0.15%	0.30%
		£ 50,000	0.30%	0.50%
		£ 100,000	0.55%	0.70%
50 PLUS TRACKER (M)	44	£ 1	0.10%	0.15%
		£ 25,000	0.15%	0.40%
		£ 50,000	0.25%	0.50%
		£ 100,000	0.35%	0.70%
Easy Access 2	68	£ 1	0.10%	0.15%
		£ 10,000	0.15%	0.30%
		£ 25,000	0.25%	0.40%
		£ 50,000	0.35%	0.50%
Easy Access Saver	399	£ 1,000	0.25%	0.30%
		£ 10,000	0.40%	0.45%
		£ 25,000	0.55%	0.60%
Easy Access Saver 2	548	£ 50	0.10%	0.15%
		£ 1,000	0.25%	0.30%
		£ 10,000	0.40%	0.45%
		£ 25,000	0.55%	0.60%
Easy Saver Instant 2	622	£ 100	0.55%	0.90%
Easy Saver Instant 2	348	£ 100	0.55%	0.90%
1 Yr Reg Sav 3 Inst	360	£ 100	0.55%	0.90%
1 Yr Reg Sav Inst 2	336	£ 100	0.55%	0.90%
Reg Saver Instant	334	£ 100	0.55%	0.90%
1 Yr Reg Sav Inst 2	621	£ 100	0.55%	0.90%
1 Yr Reg Sav 3 Inst	624	£ 100	0.55%	0.90%
SAVE TO BUY	95	£ 50	1.05%	1.20%
Maturity Bonus 3	572	£ 100	0.25%	0.70%
Instant Access Maturity	597	£ 50	0.50%	0.95%
Instant Access Maturity Online	598	£ 50	0.50%	0.95%
Instant Access Maturity Issue 2	643	£ 50	0.45%	0.90%
Instant Access Maturity Online Issue 2	644	£ 50	0.45%	0.90%

Instant ISAs - July 2022

Instant ISAs
Product name	Product Code	Tier	Current rate	New rate
Cash ISA INSTANT	201	£ 100	0.60%	0.95%
CASH NISA INSTANT	330	£ 100	0.60%	0.95%
CASH ISA INSTANT	216	£ 100	0.60%	0.95%
CASH ISA INSTANT 2	321	£ 100	0.60%	0.95%
CASH ISA Ins 3 – APS	350	£ 100	0.60%	0.95%
CASH ISA Instant (4)	351	£ 100	0.60%	0.95%
Cash ISA Instant (5)	357	£ 100	0.60%	0.95%
Cash ISA Instant (6)	368	£ 100	0.60%	0.95%
Cash ISA Instant (7)	377	£ 100	0.60%	0.95%
Cash ISA Instant (8)	379	£ 100	0.60%	0.95%
Cash ISA Instant (9)	391	£ 100	0.60%	0.95%
Cash ISA Instant (10)	402	£ 100	0.60%	0.95%
Cash ISA Ins Loyalty	404	£ 100	0.60%	0.95%
Cash ISA Instant (11)	420	£ 100	0.60%	0.95%
Cash ISA Instant (12)	486	£ 100	0.60%	0.95%
Cash ISA Instant (13)	515	£ 100	0.60%	0.95%
Cash ISA Instant (14)	533	£ 100	0.60%	0.95%
Cash ISA Inst Decd	207	£ 100	0.60%	0.95%
Cash ISA 30 Day Decd	327	£ 100	0.60%	0.95%
Cash ISA Instant (16)	616	£ 100	0.50%	0.95%
Cash ISA Instant Online	618	£ 100	0.50%	0.95%
Cash ISA Instant (15)	567	£ 100	0.50%	0.95%
Regular Saver Cash ISA	203	£ 100	0.65%	0.95%
Junior Cash ISA	300	£ 100	1.45%	1.50%
Junior Cash ISA	300	£ 2,500	2.55%	2.60%
Cash ISA Instant Issue 17	641	£ 100	0.45%	0.90%
Cash ISA Instant Online Issue 3	642	£ 100	0.45%	0.90%
Cash ISA Instant Issue 18	650	£ 100	0.35%	0.85%
Cash ISA Instant Online Issue 2	652	£ 100	0.35%	0.85%

Notice Accounts - July 2022

Notice Accounts
Product name	Product Code	Tier	Current rate	New rate
Select 90	108	£ 5,000	0.70%	1.20%
		£ 25,000	0.80%	1.40%
		£ 50,000	0.90%	1.50%
Access 60	121	£ 1,000	0.55%	1.10%
Access 60	121	£ 10,000	0.75%	1.30%
Access 50	124	£ 5,000	0.70%	1.20%
		£ 10,000	0.75%	1.30%
		£ 25,000	0.80%	1.40%
		£ 50,000	0.90%	1.50%
Access 65	132	£ 1,000	0.55%	1.10%
		£ 5,000	0.70%	1.20%
		£ 10,000	0.75%	1.30%
		£ 25,000	0.80%	1.40%
		£ 50,000	0.90%	1.50%
Access 70	307	£ 1,000	0.55%	1.10%
		£ 5,000	0.70%	1.20%
		£ 10,000	0.75%	1.30%
		£ 25,000	0.80%	1.40%
		£ 50,000	0.90%	1.50%
Saver 75	322	£ 1,000	0.55%	1.10%
		£ 5,000	0.70%	1.20%
		£ 10,000	0.75%	1.30%
		£ 25,000	0.80%	1.40%
		£ 50,000	0.90%	1.50%
Saver 60	373	£ 1,000	0.55%	1.10%
		£ 10,000	0.75%	1.30%
		£ 50,000	0.90%	1.50%
100 Day Notice	416	£ 1,000	0.55%	1.10%
		£ 10,000	0.75%	1.30%
		£ 50,000	0.90%	1.50%
Saver 65	386	£ 1,000	0.55%	1.10%
		£ 10,000	0.75%	1.30%
		£ 50,000	0.90%	1.50%
65 Day Notice	549	£ 1,000	0.55%	1.10%
		£ 10,000	0.75%	1.30%
		£ 50,000	0.90%	1.50%
65 Day Notice Issue 2	580	£ 1,000	0.55%	1.10%
		£ 10,000	0.75%	1.30%
		£ 50,000	0.90%	1.50%
28 Day Special	39	£ 1	0.20%	0.45%
		£ 10,000	0.40%	0.80%
		£ 25,000	0.50%	0.90%
		£ 50,000	0.60%	1.00%
		£ 100,000	0.70%	1.10%
28 Day Special (M)	40	£ 10,000	0.20%	0.60%
		£ 25,000	0.25%	0.70%
		£ 50,000	0.45%	0.85%
		£ 100,000	0.65%	0.95%
45 Day Notice	595	£ 50	0.40%	0.90%
		£ 1,000	0.55%	1.10%
		£ 5,000	0.70%	1.20%
		£ 10,000	0.75%	1.30%
45 Day Notice Online	596	£ 50	0.40%	0.90%
		£ 1,000	0.55%	1.10%
		£ 5,000	0.70%	1.20%
		£ 10,000	0.75%	1.30%
45 Day Notice Issue 2	648	£ 50	0.30%	0.80%
		£ 1,000	0.40%	1.00%
		£ 5,000	0.50%	1.10%
		£ 10,000	0.60%	1.20%
45 Day Notice Online Issue 2	649	£ 50	0.30%	0.80%
		£ 1,000	0.40%	1.00%
		£ 5,000	0.50%	1.10%
		£ 10,000	0.60%	1.20%
Save and Sponsor	45	£ 1	0.10%	0.20%
		£ 10,000	0.15%	0.25%
		£ 25,000	0.25%	0.35%
		£ 50,000	0.40%	0.50%
		£ 100,000	0.55%	0.65%
Tracker 90 II	61	£ 1	0.10%	0.15%
		£ 10,000	0.75%	1.50%
		£ 50,000	1.05%	1.65%

Notice ISAs - July 2022

Notice ISAs
Product name	Product Code	Tier	Current rate	New rate
Cash ISA 45 Issue 2	376	£ 100	0.70%	1.05%
CASH ISA - 30 DAY N.	215	£ 100	0.70%	1.05%
CASH ISA - 30 DAY N.	200	£ 100	0.70%	1.05%
CASH ISA TRF (202)	202	£ 100	0.70%	1.05%
CASH ISA TRF (217)	217	£ 100	0.70%	1.05%
CASH NISA 30	332	£ 100	0.70%	1.05%
Cash ISA 30 (2)	352	£ 100	0.70%	1.05%
Cash ISA 30 (3)	356	£ 100	0.70%	1.05%
Cash ISA 30 (4)	358	£ 100	0.70%	1.05%
Cash ISA 45	367	£ 100	0.70%	1.05%
Cash ISA 45 Issue 3	378	£ 100	0.70%	1.05%
Cash ISA 45 Issue 4	390	£ 100	0.70%	1.05%
Cash ISA 45 Issue 5	401	£ 100	0.70%	1.05%
Cash ISA 45 Loyalty	403	£ 100	0.70%	1.05%
Cash ISA 45 Issue 6	419	£ 100	0.70%	1.05%
Cash ISA 45 Issue 7	485	£ 100	0.70%	1.05%
Cash ISA 45 Issue 8	617	£ 100	0.60%	1.05%
Cash ISA 45 Online	619	£ 100	0.60%	1.05%
Cash ISA 45 Day Notice Issue 9	651	£ 100	0.45%	0.95%
Cash ISA 45 Day Notice Online Issue 2	653	£ 100	0.45%	0.95%

Regular Savers - July 2022

Regular Saver
Product Name	Product Code	Tier	Current rate	New rate
Regular Saver	111	£ 100	1.30%	1.60%
One Year Regular Saver Online	577	£ 50	1.25%	1.50%
One Year Regular Saver 6	584	£ 50	1.25%	1.50%
One Year Regular Saver 7	654	£ 50	1.20%	1.30%
One Year Regular Saver Online Issue 2	655	£ 50	1.20%	1.30%

Young Savers - July 2022

Young Savers
Product name	Product Code	Tier	Current rate	New rate
Young Savers	93	£ 1	0.15%	0.20%
		£ 100	0.25%	0.30%
		£ 250	0.50%	0.55%
		£ 500	0.55%	0.60%
First Account	94	£ 1	1.30%	1.35%
Junior Easy Saver Instant Issue 2	349	£ 1	1.80%	1.85%
Junior Easy Saver Instant	319	£ 1	1.80%	1.85%
Junior Easy Saver Instant Issue 2	623	£ 1	1.80%	1.85%
Young Regular Saver	370	£ 100	2.05%	2.10%
Junior Easy Saver	318	£ 1	3.55%	3.60%
My Squirrel Saver	647	£ 10	2.20%	2.25%

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

Society account details aren’t validating when I make a payment from an external account?

When making an online payment from another bank or building society you might encounter a warning message that suggests you are unable to validate Dudley Building Society account details.

There is no need to worry about this error message providing you have ensured that the account details entered are correct, and that your correct roll number/account number is included within the reference. If these details are correct, the payment will make it to us regardless of the warning.

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 Concept Financial Services by using our Enquiry Form.

Vantage Finance

https://www.vantagefinance.co.uk

Tel: 01753 883195

Email: [email protected]

How do I repay my outstanding mortgage balance in full (redeem)?

You can either call us on 01385 231414 or send us a secure message through the Online Service.

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 a complaint?

If you need to make a complaint, please view our Complaints and Disputes Procedure or contact us.

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 Customers

Society account details aren’t validating when I make a payment from an external account?

When making an online payment from another bank or building society you might encounter a warning message that suggests you are unable to validate Dudley Building Society account details.

There is no need to worry about this error message providing you have ensured that the account details entered are correct, and that your correct roll number/account number is included within the reference. If these details are correct, the payment will make it to us regardless of the warning.

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.

How do I make a complaint?

If you need to make a complaint, please see how, with our full Complaints and Disputes Procedure.

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?

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
If you are a mortgage customer, please call our Mortgage Servicing Team on 01384 231414 or find our full contact details here
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:

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

Where do I find the Terms & Conditions of my account?

You can find the Savings Terms & Conditions on our Existing Customers page. For information about any of our current products, please refer to our product finder.

If your product is no longer on the Savings page, please visit our Closed Interest Rates page or you can find our Closed Issue Feature Guide on our Existing Customers page.

Online Service

I can't remember my password and / or memorable word.

No need to worry, select the 'Forgotten password / memorable word' link on the Sign-in page and follow the instructions on the screen.

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.

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.

Can I access the online portal from outside the UK?

You can access our online services in most countries. Please ensure you remain vigilant when using public internet and Wi-Fi. For some helpful tips on staying safe online, click here

Can I send a cheque in to fund my savings account?

No. Online accounts can only be funded by faster payment or debit card.

Can my interest be paid by cheque?

No, the interest cannot be paid by cheque. The interest can be paid to your nominated bank account or it can be paid into the account for some products. This is product specific and would have been noted in the product details when the account was set up.

Do you offer faster payments / CHAPS payments?

Online withdrawals can be made by faster payment to your nominated bank account.

How do I change my name on my account?

Sign into our Online Service and send us a secure message, letting us know you wish to change your name so we can get the ball rolling. Alternatively, you can call our Customer Service Team on 01384 231414 or visit one of our branches to discuss changing the name on your account(s).

How do I change my nominated account details?

Access the Online Service and select the 'Service' tab, then 'Nominated Bank Account' where you will be able to change your nominated account details. To confirm these changes, we need to make sure that it's you, so you will need to confirm a security code sent to your mobile. The nominated bank account must be held in your own name (either sole or joint). Additionally, please note that withdrawals will not be allowed to this updated nominated account for 3 working days.

How do I change my security credentials?

Sign in to our Online Service, click on the 'Services' tab and select 'Security Services'. From here, you can follow the on screen instuctions to change your username, password and memorable word.

How do I close my account?

To close your account, please send us a secure message via our Online Service or call our Customer Service Team on 01384 231414.

How do I give notice on a term account?

Access our Online Service and go to the 'Move Money' tab. Select 'Notice to Withdraw'. Click 'Add New Notice' and select the relevant account and the amount you would like to withdraw. Once this is confirmed you will be advised of the withdrawal date.

How do I make a change to my contact details?

Sign in to our Online Service, click on the 'Services' tab and select 'Personal Details'. Once here, you can edit fields as necessary. In order to confirm the changes, we will need to make sure it's defintely you, by sending a one time passcode to the mobile number registered with your account.

Please note that if you hold a mortgage with us, you will not be able to change your address. If you require further guidance about this, please send us a secure message or call our Mortgage Servicing Team on 01384 231414.

How do I notify you if an account holder passes away?

Please call our Customer Service Team on 01384 231414 to talk through this process and discuss the documents we need. See our Bereavement Support page for more information.

How is my money kept safe online?

We enforce Two-factor authentication for every log in and use various methods of segregation and encryption to ensure your money remains safe and secure.

Your money can only be transferred to a nominated bank account in your name; which we will verify before any transactions can be made. You will also be asked to verify this by entering a One-Time Passcode (OTP) that is sent to your mobile.

How long will a faster payment take?

A faster payment will typically be settled within one business day, following successful receipt of the instruction.

I am an operator on an account, can I view this account online?

If you are an operator on a child’s account or a business account you won’t be able to view the account online. 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.

I need a statement of my account - how can I get this?

We do not supply paper based account statements. You can print a copy of either your last 99 transactions or all transactions within the last 15 months whichever is the greatest.

I think my login details have been compromised. What shall I do?

If you suspect someone is trying to obtain your security details, you must contact us ASAP by calling us on 01384 231414 or by emailing us at: [email protected]

There is a transaction showing against an account that I don't recognise; what should I do?

Please call our Customer Service Team on 01384 231414 as soon as possible, so that we can investigate this further.

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 reference 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 reference number when making a transfer in to your Dudley Building Society.

What happens if I close my account before the end of the term?

You cannot close an account with a term prematurely. This excludes ISAs which can be transferred out subject to a penalty which is dependant on the product.

What happens to my account at the end of the fixed term?

You will have a period of 14 days prior to maturity to either select an alternative product or close the account and send the funds to your nominated bank account. Please note that if no instructions are given, the funds in the account will be automatically transferred to our default maturity product.

What if I lose a cheque that's been issued by you?

We do not issue cheques for online accounts, if you have lost a cheque from a passbook based account, please contact our Customer Service Team on 01384 231414.

What is my roll reference / account number and where can I find it?

Your savings roll reference number is the unique number we use to identify you and your accounts. This can be found in your 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.

For mortgage members, your account number can be found on your mortgage offer or annual mortgage statement. You will need your account number to register to view your balance online.

For savings accounts the roll reference starts with '5' and is nine digits long. For mortgages the roll reference starts with '1' and is nine digits long.

What is secure messaging?

Our secure messaging feature allows us to discuss account specific information in a safe and secure manner. We've introduced this communication as a quick, alternative way to manage your online account with us, instead of giving us a call or vice versa.

When will my funds clear in my nominated bank account?

When you make a withdrawal to your nominated bank account, the funds will typically clear within one business day from us processing your withdrawal.

Where do I find my notice of withdrawal to be able to view?

Access our Online Service and go to the "Move Money" tab. Select 'Notice to Withdraw'. Select the "View Notice to Withdraw" option and you will be able to view your notice of withdrawal.

Where do I find the Terms & Conditions of my account?

You can find the Savings Terms & Conditions on our Existing Customers page. For information about any of our current products, please refer to our product finder.

If your product is no longer on the Savings page, please visit our Closed Interest Rates page or you can find our Closed Issue Feature Guide on our Existing Customers page.

Why can't I see all my accounts in the Online Service?

You will only be able to view accounts held in your name or accounts that you hold Power of Attorney or Deputyship under the Court of Protection for. You will not be able to view any other accounts that you are an operator on e.g. child accounts, business accounts, etc.

Why do I need a memorable word for online access?

The memorable word is a word chosen by you that adds an additional level of security whenever you access your account. It is important that the word you choose is one you can easily remember, as you will need to enter three random letters from it every time you login.

I have applied for an online savings account but I've changed my mind, how can I cancel my application?

If you selected the 'Save for later' option during your application, it will be automatically deleted after 30 days and you don't need to do anything.

If the account has already been opened, please send us a secure message or contact our Customer Service Team on 01384 231414 to close the account.

I can't remember my username.

No need to worry, go to My Account and then the 'Forgotten your username?' link on the Sign-in page and follow the instructions on the screen.

Further Advance

Can I get a Further Advance if I have a guarantor on my mortgage?

Yes, this is possible. You will need to provide consent, in writing, from all guarantors.

Can I get a Further Advance if my property is let?

Yes. Further Advances on properties that are not currently occupied by the borrower/s will be considered.

Do you offer Second Charge mortgages?

No. Dudley Building Society does not provide these.

Is a Further Advance different to a Second Charge?

Yes. A Further Advance is additional borrowing on your existing mortgage with your current lender.

A second charge is a separate loan, which can be taken out with a different lender.

Depending on which option you consider, there will be differences in terms of products available, rates charged and potential impacts on future remortgage changes. It is important to understand how this might affect you, so you should seek independent financial advice.

Coronavirus

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

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.