Specialist Help

We understand that at times customers may find themselves in circumstances outside of their control that may make life difficult. This may include recovering from or living with an illness, the loss of a job, having problems with your memory or caring for a family member.

How can we help you?

We understand that talking through your finances can be difficult, therefore we want to try and help you as much as possible during these challenging times.

When you get in touch, you'll speak to one of our understanding Specialist Review team members. They'll listen to you, talk through your concerns and look at ways in which they may be able to help.

We can help with...

Financial difficulties: We’re here to support you. We can work together to make things more manageable, for example by pausing our calls for a period or agreeing on an affordable repayment plan.

Complex circumstances: We have a Specialist Client Review agent who can listen to your needs and help you based on your individual circumstances.

Effective, concise communication: We can tailor our communication in a way that suits your needs. If you prefer to speak to us via phone, email or letter please let us know.

Clear information: If you are struggling to understand any information we have provided to you, please let us know and we can try to explain it in a different way or direct you to further support.

Keeping your information safe: We will only record sensitive information if it is relevant and only with your consent.

Third party involvement: If you would prefer us to speak to someone else who you trust to manage your finances, you can appoint someone e.g. a family member or friend to act on your behalf.

Support signposting: If you are experiencing financial difficulties, there are a range of third parties we can refer you to including free debt advice charities.

Contact our Customer Support Team

Phone Number

0800 980 6274

Email Address

enquiries@centraltrust.co.uk

Address

Building 2, Axis, Rhodes Way, Watford,

Hertfordshire, WD24 4YW

SMS

07943 054317

Live Chat

Click the bottom right corner

Opening Hours

Mon-Thurs: 8:00 am - 7:00 pm

Fri: 8:00 am - 6:00 pm

Supporting the needs of our clients

Blind or visual impairment

We will be happy to help with any needs you may have if you are blind, partially sighted or have another visual impairment, including providing any of our documents in large print or braille. You can also do anything that you would normally have done online, by speaking to one of our friendly customer service agents by telephone, and if you'd rather use our website you can make the text size bigger if that helps you.

Deaf or hearing loss

Our online services allow you to make a payment, look at additional borrowing and provide support for those in financial difficulties. You can also chat to us via webchat, SMS or email; please visit our contact page for further details. We will also be happy to support contact via any third party applications such as Relay UK and can also provide further assistance via a British Sign Language video interpreter if you would find this easier.

Accessibility needs

If you do have any accessibility needs, please do let us know and we can record this information on your account, with your consent, so that we are aware of this when you contact us. You can also appoint a third party to act on your behalf in respect of your mortgage with us; please contact us to discuss this further.