What to do if…
your mortgage payment amount changes suddenly and the next payment is due within days

What to do now

1. Capture what changed.
   In your lender’s app or online account, save or screenshot:

   • the page or statement showing the new monthly payment
   • any message or letter about a rate, product end date, payment recalculation, fee, arrears adjustment, or Direct Debit change
     Write down the old amount, new amount, due date, and date the change says it takes effect.

2. Look for the likely trigger.
   Check whether the payment changed because:

   • a fixed, discount, or tracker period ended
   • a variable or tracker rate changed
   • a mortgage fee, arrears amount, insurance item, or correction was added
   • the mortgage term, repayment type, or overpayment arrangement changed
     You do not need to solve it before calling; this is only to make the call clearer.

3. Check what is due to leave your bank.

   • If you pay by Direct Debit, check your banking app for any upcoming collection if your bank shows it, but still ask the lender to confirm the amount and date.
   • If you pay by standing order or manual transfer, check whether you need to change the amount yourself so you do not accidentally underpay.

4. Check for Direct Debit advance notice.
   Search your email, post, lender app, and online inbox for a Direct Debit notice. Direct Debit changes to amount, date, or frequency are generally notified in advance, normally 10 working days unless another notice period was agreed. If you cannot find notice, write that down for the lender and your bank.

5. Call the lender today and ask for the due-date answer first.
   Say: “My monthly mortgage payment changed suddenly and the next payment is due within days. Please confirm the exact amount you will collect on [date], and explain exactly what changed. Please send the breakdown in writing to my online account, email, or by letter.”
   Also ask: “What notice was sent to me, when was it sent, and where can I see it?”

6. Agree how to handle the immediate payment before ending the call.
   Ask:

   • “What amount do you expect me to pay on the due date so this is not treated as missed or short?”
   • “If I pay the undisputed amount while this is checked, how will you treat the remaining difference?”
   • “If the amount is wrong, will you correct the account before the Direct Debit is collected?”
   • “Can you confirm this in writing today?”

7. If a Direct Debit is taken in error, contact your bank or building society.
   If a Direct Debit is collected on the wrong date or for the wrong amount, ask your bank or building society about a refund under the Direct Debit Guarantee. A refund fixes the collection error; it does not automatically cancel any mortgage amount you genuinely owe, so keep dealing with the lender at the same time.

8. If you cannot afford the new amount, ask for payment difficulty support before the due date.
   Say: “I am worried I cannot make this payment. What temporary support can you offer before I miss it?”
   Ask what each option means for fees, interest, mortgage term, future payments, and credit-file reporting. If the answer is unclear, ask for it in writing and consider free independent debt or money guidance before agreeing.

9. Start a simple paper trail and escalate if needed.
   After the call, send a secure message through the lender portal summarising the amount, date, reason given, and any agreement. If it is not resolved, make a formal complaint to the lender. If you receive a final response you disagree with, or you do not receive a response within 8 weeks, you can ask the Financial Ombudsman Service to look at it. After a final response, you usually have 6 months from the date of that response to refer the complaint.