Things you need to know 

Now we are no longer able to provide any new lending and may not be able to offer competitive deals in the future, we understand that Mortgage Express customers may wish to reconsider their mortgage arrangements - either by selling a property, moving their mortgage to another lender or paying off some or all of their mortgage.

We also appreciate that those with an Early Repayment Charge (ERC) could be faced with a significant cost if they move their mortgage to another lender or make a capital repayment, which could be a barrier to considering these options.

So we have made the decision to waive ERCs for customers moving, selling or repaying some or all of their mortgage between 1st February and 30th June 2009.

We are writing to all our borrowers with an ERC in this period to let them know about the waiver, and we have advised them to contact their Financial Adviser to discuss their options.

We're keen to offer support to customers who want to seek alternative sources of finance. We believe that the intermediaries who originally introduced the business are generally best placed to help with this and we reflect this view in our customer communication. If, however, customers advise that they no longer have a relationship with their original broker then we will refer them to one of the intermediaries we have an arrangement with to provide this support.

We intend to carry out some 'follow-up' communications to remind customers about the waiver, and we will continue to suggest that they deal with their original Financial Adviser. However, we will refer customers who are unwilling or unable to do this to brokers with whom we have a referral arrangement.

Important information
The ERC waiver is a temporary concession and is not a change to mortgage terms and conditions. The ERC waiver will only apply to the actual amount of any capital repayment made during the waiver period, or to mortgages redeemed between 1st February and 30th June 2009.

Customers who redeem their mortgage or make a capital repayment before 1st February 2009 or after 30th June 2009 will not be eligible for the ERC waiver.

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.

Further customer Q&As can be found on the existing customer section of our website.

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. 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.