Q: The Chancellor has recently pledged mortgage support for households affected by the coronavirus by offering payment holidays for up to three months.  Can you tell me now this will work?

A: Whilst the Chancellor has made this announcement, no specific details have been provided as to which mortgage lenders have agreed to support this initiative and under which terms.

The only lenders that the government has any direct influence over with additional legislation is the state-backed RBS Group.

We will act in accordance with any specific legislation and our customer’s instructions. In the absence of either of those, you remain bound by the terms of your mortgage agreement and we recommend you refer to your lender in the first instance and without delay.

Q: I need to organise a mortgage appointment. What should I do?

A: Embrace Financial Services financial consultants continue to follow Government guidelines and so are now working from home and are able to conduct appointments over the phone.

Book a mortgage appointment

Any customer who has an appointment booked who wishes to change/cancel/rebook for a phone appointment can do so by calling  01392 453597 or email

Q: I have already applied for a mortgage and worried it will not complete. What should I do?

A:  For customers who have already applied for a mortgage, the Mortgage Progression Unit continue to operate, remotely. They will be working closely with all parties concerned with the aim to move your mortgage application forward as planned.

Q: What should I do if I have a query about my mortgage or remortgage?

A: Any existing customers can call our Centralised Team on 01392 453588 or email 

Any customer who has an appointment booked who wishes to change/cancel/rebook for a phone appointment can do so by calling  01392 453597 or email


Q: What should I do if I need to make a claim under my existing property insurance policy?

A: Please contact your insurer directly. Their claims number will be listed in your 'Insurer Contact Information’ Document.

We are regularly liaising with insurer partners to ensure they are continuing to meet service levels


Q: The branch has closed will I be able to contact you?

A: Yes. In line with recent government guidelines we wish to confirm that all our branches are now temporarily closed. Please be assured, however, that we are still available to help you remotely and can be contacted via the normal office email address – as shown on the relevant branch page on our website.

You can also use the ‘Contact Us’ option on our websites, as usual.

Q: Are you able to maintain all your security and data protection standards during this period?

A: Data security and protection remains a key priority for our business and, as such, measures have been put in place to ensure high standards can continue to be met.   All relevant teams and security systems are unaffected by the current situation and continue to operate normally.

Any concerns should be sent to our dedicated ‘Privacy Team’ via