The majority of C&G mortgages taken before January 2000 are in the Annual Instalment Review scheme. Your instalment(s) each year is calculated using the balance and interest rate applicable as at 31 December, and they become effective from the following March. The instalment remains the same for 12 months. (This is unless you are on a special product which ends during the year. In this case a revised instalment will be re-calculated with effect from the 1st of the month following expiry.) Although any changes to your interest rate during the year will affect the interest charged to your account, your instalment will not change until 1 March the following year.

You will be told about your new instalment in January each year with your annual statement. This statement also includes other important information about your mortgage and should be kept safely as a record of your account.

Annual statements are sent out during January each year. If you require a duplicate, please call our Customer Services Helpline on 0845 603 1637#.

Your annual statement will detail the interest and where applicable insurance charged and also payments received from 1 January 2007 (or the date your loan began if after this) to 31 December 2007 inclusive. If a fee has been debited to your account during the year, you will also receive a statement of your Fees and Charges account. Also enclosed will be an interest rate history and a closing figure for each loan for information purposes only.

If you have not received your statement by the middle of March 2008, please call our Customer Services Team on 0845 603 1637#.

If you would like your statement and future information sent in a different format, this can be arranged for you. We offer:

	Large Print
	Braille St (Standard)
	Braille GI (Grade 1)
	Braille W (Welsh)
	Audio tape
	Audio CD

If you repaid your mortgage in full during the year then you would have received a redemption statement at the time, which detailed the balance to be repaid, including interest, up to the date that you made the full repayment. As the annual statement contains the same information, you will not have received one. If your mortgage was only repaid in part, you will have received an annual statement for each of your sub accounts, including those you have repaid.

There may be one of a number of reasons for the increase in your balance. Some factors to consider:

	Have all payments due for the year been made?
	Have any fees or charges been applied to the mortgage?
	If your mortgage is in the annual instalment review scheme and your fixed, tracker, capped or discounted rate expired during the year, you may have chosen to continue making the same monthly instalment. This would have been based on the rate of your special product, although the interest rate actually being charged to your account may have changed to the Standard Variable Mortgage Rate which could be higher or lower than the rate you have been paying.

A fee on your statement could be for a variety of reasons. You would have been advised of the fee at the time it was applied.

Your 2008 instalments may have increased or decreased for one of the following reasons:

	You could have made regular under/overpayments
	You could have made a capital repayment during the year, which would reduce your instalment
	Your fixed, capped, tracker or discounted rate may have expired and the new interest rate being charged could be higher or lower than the previous rate
	If you are on a repayment basis, your instalment is calculated so it is sufficient to reduce your balance to zero by the end of the term
	If you are on an interest only basis, your instalment is calculated so that your balance does not increase above the amount you originally borrowed
	If your account is on a fixed-rate, your instalment has been recalculated to ensure that the amount you pay reflects the current mortgage balance
	If you have had a payment holiday or instalment break in 2007 this will increase the balance on which the instalment is calculated
	Your tracker, capped, discounted or Standard Variable Mortgage Rate may have changed to reflect changes to the Bank of England base rate

You can talk to us in confidence and our staff will help you wherever possible and where appropriate, provide information on help with financial difficulties, such as claiming state benefits. If you think you may face mortgage payment difficulties, please call us on 0845 603 1637#. If you have already fallen behind with your payments, please get in touch on 0800 389 4020#.

A 'Debit' amount may relate to any insurance premiums charged to your account for the period covered by the statement. It could be a refund of a credit entry already made to the account, eg a refund of your monthly instalment. It may represent an administration fee charged, although you would have been advised of this separately. The interest charged is also shown as a debit.
A 'Credit' relates to payments that have been received on your account for the period covered by the statement. A credit entry may also represent a refund of a debit entry already made to your account, although you would normally have already been advised of this.

In summary, a credit is a payment that will reduce the balance of the account. A debit is an amount that will increase the balance.

Monthly payments are calculated using the average number of days in a month. This means that where there are 31 days in a month, the payment is slightly less than the interest charged and for a month where there are 28 or 29 days, the payment is slightly more than the interest charged.

We can only detail insurance premiums on your annual mortgage statement if your policy is called either C&G Homecover Plus or C&G Buildings and you took it out before 2001. Where the premium is not shown you will receive a separate insurance renewal notice. If you have Lloyds TSB insurance, please call 0845 300 0141# for more information. If you would like information about a policy you have with any other insurance company you will need to contact the relevant company direct.

If you have a C&G Home Cover Plus or C&G Buildings Insurance policy, your insurance cover is index linked. This means that the cost of rebuilding your home, should it be completely destroyed, is reviewed each year. This review reflects industry practice and remains based on the Royal Institute for Chartered Surveyors scale of building/repair costs.

If your account is operated on a daily interest basis and your insurance premium for the month is paid before the month end, interest will not have been charged in respect of that premium. If the balance at the end of the month included any unpaid premiums, then interest will be charged on these.

If your account is operated on an annual interest basis and your insurance premiums for the year were paid before 31 December 2007, interest will not have been charged on them. If the balance outstanding on 31 December 2007 included any unpaid premiums, interest will be charged on these.

Your insurance premium is debited from your mortgage on the 1st of each month. The received monthly instalment is then applied as a credit, subsequently cancelling out the debit.

On a repayment mortgage your instalment will have an element of capital and interest. In the early years of your mortgage you are paying more towards the interest element. As your mortgage continues, you will see more of your instalment being used to reduce the capital.

No. The lower balance will be used to calculate interest for 2008 and if your balance is lower than the amount borrowed at the end of your mortgage term, this is the amount you will be asked to pay plus any fees associated with redemption.

If you already had sub-accounts 01 and 02 and then applied for a further advance, your new application will have been allocated with a new sub-account number, ie 03. If that loan did not complete (the funds were never released to you) and then you applied for another advance at a later date, that sub-account will have been allocated number 04. If loan 04 completes, you will then receive annual statements for loans 01, 02 and 04.

If your account operates on a daily interest basis, the account balance, and the balance upon which interest is charged, reduces immediately on receipt of the overpayment. Interest for the following month is also charged on the reduced balance. The instalment will not change until something triggers a review of the payment, such as a rate change, mortgage product conversion or a capital repayment. Overpayments will not reduce the term.

If your account operates on an annual interest basis, the account balance was reduced immediately when the payment was received; however, the regular extra payment/overpayment did not affect the balance on which interest was charged until 31 December. Interest for this year will then be calculated on the reduced balance. Depending on the type of account, overpayments may have been used to reduce the term or monthly instalment.

If you have made overpayments and would like further information on your account, please call the Customer Services Team on 0845 603 1637#.

We may monitor or record phone calls with you to help improve our quality of service.

If you miss a payment and get behind with your mortgage (ie you go into arrears), you may have to pay a charge. If, after reasonable requests, you do not pay the outstanding arrears, you may also be charged for any additional administration and legal costs involved. For details of arrears charges please click on the link below.

This may be possible if you currently pay your mortgage by Direct Debit. If you have received a letter please call the telephone number quoted. If not, please call the Customer Services Helpline on 0845 603 1637#.

Following a change to the Bank of England base rate the Standard Variable Mortgage Rate may also change. If you are in the Annual Instalment Review scheme, any changes will be taken into account at the next annual review. If you are not in the scheme and this interest rate affects your monthly mortgage payments, you will normally receive to let you know of any change.

No action is necessary as you will be advised about your new product and monthly payment in a separate letter.

There is no need to take any action as the new amount will be collected from your bank when it is due .

You will need to contact your bank to amend the amount they send for each relevant sub-account from the date shown on your rate change letter. Unfortunately this cannot be done on your behalf as the bank will not accept authority from anyone other than the account holder. You may find it easier to pay by Direct Debit.

Simply adjust the amount(s) that you send to us each month in accordance with the new payment shown in your rate change letter. Please remember, if you are sending in payment by cheque make sure the payee is shown as Cheltenham & Gloucester, followed by either your name or your mortgage account number. You may find it easier to pay by Direct Debit.

The new payment quoted in your rate change letter does not take into account any additional payments you make. As a result, any overpayment amount you pay will not be automatically adjusted in line with the interest rate change. If you wish to amend an existing overpayment amount please contact our Customer Services Team on 0845 603 1637#. It is also possible that your new monthly payment may now be less than before as a result of these overpayments. Therefore, even if the interest rate applied to a sub-account has increased, your payment may go down (based on the extra payments you have made). Please remember that certain types of mortgage may carry Early Repayment Charges. Before making any extra payments, you should check whether an Early Repayment Charge applies to your loan.

You do not need to make any payments to the mortgage during the period of your 'Instalment Break', however, the new interest rate will be applied to your account from the date confirmed in your rate change letter. Once the arrangement comes to an end, the revised payment shown on the letter will apply.

We are obliged to write to you about any payment amount changes to any accounts. We must provide separate notification for each account, to all parties named on the mortgage. Therefore, if one or more of your sub-accounts are CCA regulated, you will receive a letter for each one of the relevant accounts.

If the amount you are required to pay has changed you will need to contact the BA/PPP company direct to notify them of the change.

This may be for one or more of the following reasons:

	You have recently taken an 'Instalment Break', in which case the balance of your mortgage will have increased.
	Your account may be in arrears.
	Your chosen payment date may be on a day in the month other than the 1st. In this case the mortgage balance used to calculate your new payment will not take into account your forthcoming mortgage payment.
	You may have transferred funds, or had a refund made from a sub-account, which would affect the mortgage balance used to calculate the new monthly figure.
	There may be a fee added, for example a conversion or interest certificate fee, to your Fees & Charges sub-account (99).

If you feel that you may be unable to afford an increase in your payment, please contact our Customer Services Team on 0845 603 1367#, who will be able to give you information on the options available to you. They will not, however, be able to offer you financial advice on what course of action you should take. You may wish to contact an Independent Financial Adviser for advice, or for further information speak to one of our Mortgage Specialists by visiting your local branch or calling 0800 272 131#.

Contact any C&G or Lloyds TSB Branch or call our Customer Services Helpline on 0845 603 1637# to arrange this over the telephone.

Contact us on 0845 603 1637# and we will talk you though what you need to do.

No, simply call us on 0845 603 1637# and we'll arrange for it to be cancelled.

Yes, you will always be given notice before the new amount is collected.

No. With a Direct Debit all the payments due for all your current C&G loans will be collected together as one amount.

No. The Direct Debit will automatically collect the increased total payment due at the earliest opportunity.

This may be possible if you currently pay your mortgage by Direct Debit. If you have received a letter please call the telephone number quoted. If not, please call the Customer Services Helpline on 0845 603 1637#.

If you ask for a service that is not routinely provide for all borrowers, there may be a charge.

For a list of the charges made for the most frequently requested of these additional services please see the fees and charges section of this website.

In January 2007 the FSA published a Statement of Good Practice on Mortgage Exit Administration Fees (which we call a Closing administration charge) which suggested a number of options for lenders to follow when charging this fee. For C&G mortgages the approach set out in paragraph 4.3 (ii) of the Statement has been adopted. This means that customers will only be charged the amount they were told when they entered into the mortgage or the latest point at which the contract was varied (for example when they took out a further advance or took a product change).

If you're currently on fixed-rate/capped-rate/discounted cash back, or first time-buyer terms, those terms can usually be transfered to your new home, which means that if an Early Repayment Charge applies, you may not have to pay it.

If you're not on any special terms, you'll be able to have the best deal on the mortgage of your choice from the range available at the time.

A first payment letter is issued when any new loan starts and the figures quoted are for that new loan only. The payment does not cover any other existing loans that you may have.

Your first payment will include an interest payment for the remaining part of the month in which your loan started, as well as your normal monthly payment. This is explained in the Mortgage Handbook you received with your loan agreement.

If you have returned the money, please be assured that no payments will be collected. Letters detailing your payments are automatically sent out within five days of issuing the loan - please ignore this letter if you have already returned the money. In most cases, the Direct Debit can be cancelled for you.

Interest is calculated on all new mortgages using the balance outstanding each day (daily interest) and is added to the mortgage at the end of each month. This means that whenever your balance changes - for example when you make a payment - interest starts to be charged on the new balance straightaway.

If you are already a C&G mortgage customer and are moving home or taking out a Homeowner Loan, it may be that, currently, interest on your existing mortgage is calculated annually. If this is the case, it will be changed to daily interest when your new mortgage or loan starts so that interest on your whole mortgage will then be calculated daily. With annual interest, the interest is adjusted just once each year rather than immediately following every payment.

If you are already on an annual interest mortgage, you can ask to switch to daily interest at any time. You don't have to be moving home or taking out a Homeowner Loan.

Please note that when switching from annual to daily interest:

	you would need to move your whole mortgage over to daily interest
	because the change from annual to daily interest involves changing the terms and conditions of your mortgage, a conversion fee may apply
	if you are currently in the annual instalment review scheme, where your monthly mortgage payment changes just once each year, you would be unable to continue with this. Instead, your mortgage payment would change immediately following every rate change, but you will always be told when there is an interest rate change
	and once you are on daily interest, you cannot switch back to annual interest.

For more information about switching to daily interest, please call our helpline on 0845 300 6793#.

Your loan illustration will confirm:

	The level of service you will be provided with
	The amount you want to borrow, how long for and if the loan is on a repayment or interest only basis
	Details of the product you have chosen
	How much you need to pay for every £1 borrowed
	Any fees you must pay
	Any additional products you have asked for such as home insurance
	Details of Early Repayment Charges if applicable with the mortgage you have chosen
	Any special features that the mortgage may have
	Where to get additional information about mortgages

You can request as many loan illustrations as you want.

C&G mortgages are flexible and so you can shape yours to suit your needs, you don't have to take your entire loan on the same deal. You can mix and match fixed-rates, trackers and the Standard Variable Mortgage Rate.

The only exceptions are if you want the C&G Offset Mortgage or First-Time Buyer Mortgage. For C&G Offset Mortgage, your entire mortgage, including any additional borrowing, needs to be on an offset basis. Similarly, you can't mix and match the First-Time Buyer Mortgage although you can take additional borrowing on one of the fixed-rates, trackers or on the Standard Variable Mortgage Rate.

You can choose to repay your loan in a way that suits you. You can pay part of the capital (the amount you borrow) and the interest each month or you can just pay the interest each month then repay the capital at the end of your term. Or you can combine these options. Whichever option you choose you'll be able to make extra repayments. If an Early Repayment Charge period applies, you can repay up to 10% of your balance each year without facing a charge. If no Early Repayment Charge applies, you can pay off as much as you like. Click here for information about Early Repayment Charges.

Yes. You can make occasional or regular overpayments to your mortgage. There is no limit to the amount you can pay, but please check whether your mortgage carries a charge if you repay all or part of it during the early years (known as an Early Repayment Charge or ERC). Even if you have a loan with an Early Repayment Charge, each calendar year you can repay up to 10% of the start of year balance without being charged.

If you make extra payments to your mortgage, the effect could be to give you lower monthly payments or it could be to reduce your mortgage term so you end up paying your mortgage off early.

The precise effect depends on whether your mortgage is on a repayment or an interest only basis and, also, whether interest on your mortgage is calculated annually or daily.

	The important thing to remember is that if you make an overpayment and you want to achieve a particular result, please talk to us so that we can explain what will happen and, where possible, help you get the result you want. Please either call our Helpline on 0845 603 1637# or contact any C&G or Lloyds TSB branch.

But whatever the size and frequency of your extra payments, and whether it's the mortgage term or your monthly payments that reduce, the end result is always the same - you will end up paying less interest overall. And the more you pay off on top of your normal payments, the more interest you will save.

In certain circumstances, and if your mortgage is up to date, for a while you may be able to pay less than the full monthly mortgage payment that is due, or even suspend your payments for a while. If you would like to discuss this, please contact your local branch or phone our Helpline on 0845 603 1637#.

Yes you can. The policy will, however, exclude cover if your company goes into voluntary liquidation.

This depends on the number of hours you work each week. Employment is defined in the policy as working for at least 16 hours per week. If, however, you do not qualify and your partner works full time and is named on the mortgage, then he/she could cover themselves for 100% of the loan

The borrower needs to have a current Job Seeker's Agreement with the Employment Service of the Department of Work & Pensions in the UK, the Channel Islands or Isle of Man. The borrower must also be actively seeking employment, not following any gainful occupation and not in receipt of or entitled to receive, a payment in lieu of notice.

No. The policy provides cover only for borrowers aged between 18 and 65.

Your mortgage will switch to the Standard Variable Mortgage Rate. You will receive a letter with details of your revised payment(s) and explain the options available to you when your current deal expires.

Please contact the C&G branch where you originally took out your mortgage. If your mortgage was arranged through a Lloyds TSB branch or through C&G Mortgage Direct please call 0845 300 6793#.

The Land Registry holds copies of documents for all registered properties. If your property is registered and you require copies or information from your Deeds, please contact your local Land Registry Office.

If your property is currently unregistered, please call our Customer Services Helpline on 0845 603 1637# to request copies from your Deeds.

For details of the privacy statement follow the link below.