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Behind on Your Mortgage: Getting Help
If you are struggling with your mortgage, contact your lender as soon as possible: you have more options before you miss a payment. Lenders must treat you fairly and consider requests to change how you pay, such as extending the term or paying interest only for a while. They should only start court action as a last resort.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
Your Options
What Lenders Must Do
Lenders must treat you fairly and consider any request to change how you pay. Options include extending your term (under the Mortgage Charter you can switch back within six months without harming your credit file) or temporarily paying interest only, typically up to six months. A payment holiday usually needs previous overpayments and is not available if you are already in arrears. source
Repossession
Lenders should only start court action as a last resort after considering all alternatives. If action begins, the Housing Loss Prevention Advice Service gives free legal advice in England and Wales. Attend any court hearing. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- 8 weeksFinancial Ombudsman complaintsLender has 8 weeks for most complaints, then you have 6 months from the final response
Steps to Take
Step 1 of 5
Contact your lender before you miss a payment if you can.
Step 2 of 5
Ask about extending your term or paying interest only for a while.
Step 3 of 5
Get free debt advice.
Step 4 of 5
If court papers arrive, get free legal advice and attend the hearing.
Step 5 of 5
If you are treated unfairly, complain, then go to the Financial Ombudsman.
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, and when each one applies.
Your Lender's Complaints Team
Always start here, in writing, and ask it to put things right.
Financial Ombudsman Service
After 8 weeks with no final response, or if you are unhappy with it. Refer within 6 months of the final response.
MoneyHelper Debt Advice
You are struggling with debt. Use the Debt Advice Locator to find free local advice.
Good to Know
Small things that make your complaint stronger.
Prioritise mortgage and rent: they are priority debts.
Want Help?
If you would like one of our team to look at your problem, our initial case review is free. We cannot guarantee any outcome and we do not give legal advice.
Lead reviewer
Luke Marley
Founder and Lead Reviewer
Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.
Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.
Last checked: 13 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.
Sources and official links
- moneyhelper.org.uk/en/homes/buying-a-home/mortgage-arrears-if-you-have-problems-paying-your-mortgage Checked 13 October 2026
- fca.org.uk/consumers/buy-now-pay-later Checked 12 October 2026
- financial-ombudsman.org.uk/consumers/complaints-can-help/expect/time-limits Checked 12 October 2026
- moneyhelper.org.uk Checked 12 October 2026