Our commitment to help our customers

Financial difficulty and coronavirus 

We appreciate that the coronavirus epidemic is not just a serious health concern but it is also impacting some customers’ personal finances.

We offer a range of options to help any of our customers who find themselves in financial difficulty, or are in need of short term support.

Please note, we are working hard to maintain our levels of customer service, however we are experiencing extremely high call volumes at present, and it may take longer to reach us than usual.

To help us support our customers in the most vulnerable, or complex circumstances, please see our FAQ’s for general enquiries, before calling.

Alternatively, if you hold an online account, it’s quick and easy to access and administer your accounts here, or you can send us a secure message. 

If you don’t hold an online account, you can contact us via our online form, and we will reply as soon as possible.

Thank you for your patience during this challenging time.


Some of our savings products have financial penalties if they are closed ahead of the agreed term end. Our commitment is that customers who need to access their funds due to health issues, or difficulties caused by coronavirus, can do so quickly and without penalty.

This commitment applies across all our savings products, with the exception of the Lifetime ISA which has a separately applied government penalty.

If you need to withdraw your savings, you can pop in to any of our branches or speak to one of our friendly customer advisers over the phone.  Please call us on 0345 734 4345. Lines are open from 9am to 5pm, Monday to Friday*


In line with the package of financial support announced by the Chancellor of the Exchequer, we are committed to support customers who experience difficulty with mortgage payments as a result of coronavirus. This includes payment holidays of up to three months.

If you are concerned about your financial situation please get in touch with us at the earliest opportunity; we have a range of options that we can consider in order to provide the support you need.

You can email: mortgage.support@newcastle.co.uk or call our helpline number on: 0345 702 3083. Lines are open from 9am to 5pm, Monday to Friday.

How to apply for a mortgage payment break

Below are just some of the options that can be considered, subject to individual circumstances:

▪ a change of payment date or method

▪ payment breaks

▪ waiving arrears fees/charges

▪ reduced payments

▪ a transfer to an alternative product (subject to any early repayment charges)

▪ access to free, independent debt advice via PayPlan


Please call us on 0345 702 3083* if you are experiencing any concern about mortgage payments and talk to a friendly customer adviser. 


*Calls to 03 numbers, cost the same as a call to a standard ‘01’ or ‘02’ landline number, even when calling from a mobile. Calls from landlines and mobiles are included in any bundled minutes or free call packages.  The actual cost you are charged will depend on your landline or mobile provider. Please contact them to get information about the cost of the call. We may monitor and record telephone calls for training and security purposes.