Things you need to know 

Following the decision to take the mortgage assets of Bradford & Bingley Group into public ownership, Mortgage Express is currently closed to all new business. We will not accept new applications for mortgages, remortgages or further advances, and re-offers will no longer be made.

All mortgage offers that have been issued will be honoured, in line with the terms outlined in the specific conditions of each offer.

From this point on, we may not necessarily be able to offer our customers a competitive new deal when they come to the end of their existing product term. We are therefore advising customers to contact their financial advisers if they are moving home, looking for a new deal or require additional funds.

Please note - our operations centre at Borehamwood is now closed and you can no longer contact our BDMs. We have also now withdrawn access to our Online Service. From this point on, you should therefore call our Contact Centre on 0500 255 249 if you have any case tracking queries, or if you have any other questions.

Here are the most commonly asked questions about these changes and how they affect intermediaries and customers. We hope that this information will answer most of your queries, but if you have any particular issues, freecall our Contact Centre on 0500 255 249.

A. Bradford & Bingley has been experiencing problems in the face of the global financial crisis, meaning it has faced increasing difficulties in raising enough money to carry on its business.

A. Yes. We will pay fees for any completed business or cases which complete on unexpired offers (ie within six months of the offer issue date).

A. Yes. It remains valid for six months from the date it was first offered. We are not able to issue re-offers once the original offer has expired.

A. We are no longer offering new mortgages, and if you have not received a response, it is likely that we have not made an offer. Please call our Contact Centre on 0500 255 249 for confirmation.

A. Yes. Mortgage arrangement and valuation fees will be refunded direct to customers on cases that have been declined due to our change in lending policy.

For packaged cases, we must see evidence that the packager has paid the valuation fee and that a valuation re-type or 'recycled' valuation was not submitted with the valuation.

Customers who requested a Homebuyer valuation report may find that the report can be re-used with another lender. However, if the customer cannot get another mortgage and the property purchase falls through, we will consider a refund.

Any requests for a refund of the Homebuyer valuation fee must be supported by a solicitor's letter confirming that the property purchase has fallen through and that alternative finance could not be obtained.

Solicitors should not undertake any work before an offer is made. There may, however, be some exceptions to this and refunds in these situations will be considered on a case by case basis.

A. Our post-completion team have new procedures in place to deal with these issues. If your customers have any enquiries, they should contact us on 08457 248 248.

A. Existing Mortgage Express customers may move home porting their existing mortgage deal. Due to the fact Mortgage Express no longer offer any additional lending, we are only able to 'port' the existing deal if the new mortgage is the same value or less. Please note the porting service is only available through a range of key business partners; alternatively existing customers can contact us direct.

Please Click Here for full details of our porting policy.

A. Yes. Choices is available. More information is available in the customer section of our website.

A. We have set up a support service for landlords with large portfolios, to explore ways we can help them perform better in this challenging market. They should call the Portfolio team on 0800 591 193 for full details.

A. As a responsible lender, we remain fully committed to upholding the principles of 'treating customers fairly'.

Pleas click here for more information.