Supporting you as your circumstances change

At Newcastle Building Society we understand that circumstances can change and that, sometimes, the standard, streamlined approach is not the best way to progress for customers who need to be offered a more flexible alternative to ensure the result they need.

Changes can include, but are not limited to, the loss of a loved one, an illness diagnosis or job or income loss; whatever you are presented with we’ll consider how we can support you and ensure the necessary actions are taken.

Our Aims

If you do need to discuss an issue with us please call in to a branch or ring us on 0345 734 4345
(lines open 8 – 6 Monday to Friday). When you do get in touch we aim to:


  • Only need you to tell us something once
  • Take the time to listen to you
  • Be flexible in our approach
  • Treat you as an individual
  • Provide clear and simple information, products and explanations
  • Communicate with you in a way that suits you best; whether this is in a branch, on-line, over the phone or in writing
  • Be pro-active if we believe you are having difficulties
  • Provide you with a straightforward way to inform the Society of a recent bereavement or power of attorney

Please let us know

Our staff are ready to listen and will treat you as an individual whilst endeavouring to develop a support solution which is particular to your circumstances.
The sooner you talk to us the better; if you have any concerns, issues or queries please call in to a branch or telephone us.

What happens next?

Once we’ve discussed your situation with you, staff will outline any measures they are able to offer or processes which can be followed which could possibly be of assistance. Whatever’s agreed to we’ll make sure we put it in place and stay in touch.

Useful Contacts

Citizens Advice Bureau
Find your local office in the phone book or visit

Money Advice Service
Free and impartial money advice
0300 500 5000

Information and support for people, or their families, friends or colleagues, who have a physical
impairment, learning disability or any other condition.
0808 800 3333

Support for people experiencing a mental health problem.
0300 123 3393

Age UK
Help, information and advice for older people.
0800 169 2081

Macmillan Cancer Support
Offering support and advice for people diagnosed with cancer, and those
close to them
0808 808 0000

British Heart Foundation
The UK’s number 1 heart charity, offering information about heart disease.
0300 330 3322

The Samaritans
There to listen about anything that’s troubling you, no matter how large or small the
116 123

Cruse Bereavement Care
Offering support after the death of someone close
0844 477 9400

N.B. Call charges vary. Please check on the relevant website for details.