Changes to our phone systems
We’ve made some updates to improve our phone systems, and you can now use our automated service to make debit card payments anytime – 24 hours a day, seven days a week.
Our phone numbers haven’t changed, and most customers will be able to use the automated service. Just call the usual number and follow the prompts. To make things quick and easy, have your mortgage account number, correspondence postcode, and debit card handy when you call.
If the automated system isn’t able to process your payment, we’ll transfer you to one of our team members but please note that will only be possible when agents are available to take calls during our general enquiry opening hours.
Payment deadlines at the end of the month
Although our automated system is available 24/7, payments made after 9pm on weekdays, after 5pm on Saturdays, or after 7pm on Sundays won’t be applied to your account until the following day.
This is especially important at the end of the month. If you make a card payment after these times on the last day of the month, your account may fall into arrears, which could affect your credit report.
Making your monthly payment in time
If you’re paying by a method other than Direct Debit, however you send your payment, it must reach us before the end of March.
Please check the deadlines for sending your payment below. If you don’t send your payment before the relevant deadline, it won’t be applied to your account until April. That means your account could fall into arrears and your credit file may be affected.
When you’ll need to pay
Online bank transfer
Payments by bank transfer are only applied to your account from Monday to Friday, and payments received after 3.45pm won’t be added to your account until the next working day. Bank transfer payments aren’t applied to your account at the weekend.
Please ensure that you complete your transfer before 1.45pm on Tuesday, March 31. This should allow sufficient time for your payment to reach us by 3.45pm. If we don’t receive the payment by 3:45pm, it won’t be applied to your account until Wednesday April 1 , and your account could fall into arrears.
Using Self-Serve
If you use Self-Serve to pay by debit card you’ll need to make your payment before 9pm on Tuesday, March 31, or it won’t be applied to your account until the following day, and your account could fall into arrears. Payments made after 9pm on weekdays or after 5pm on Saturday or Sunday will be applied to your account the following day. There are more details on how to use Self-Serve below.
Calling us
If you call us to pay by debit card, our automated payment service is now available 24 hours a day, 7 days a week. However, you must make your March monthly payment before 9pm on Tuesday March 31. If you pay after 9pm your payment won’t be applied to your account until the following day, and your account could fall into arrears.
If you need to talk to an agent to make your payment, you’ll need to call earlier because you must do so at a time when colleagues are available to speak to you. So, you’ll need to call during our opening hours for general enquiries.
You can find out more about all our payment methods here.
Calling us over Easter
Please note that, because of the Easter holidays, we won’t have any agents available to answer calls on Friday 3 April or Monday 6 April.
However, if you’re having problems paying your mortgage, our specialist colleagues will be available to take calls as usual from 9am to 1pm on Saturday 4 April.(we’re open on the first and last Saturday of each month)
If you would usually call us to make a payment around this time and need to speak to a member of our team to make your payment, you’ll need to call us before or after Easter.
You can still make a debit card payment quickly and securely without speaking to an agent — our automated payment line is now available 24 hours a day, seven days a week. Just call the usual number and follow the prompts.
You can also Sign in to Self‑Serve to make a debit card payment quickly and securely throughout the whole of Easter. See more details about how to register on our Using Self‑Serve page.
Debit card payments made after 9pm on weekdays, after 5pm on Saturdays, or after 7pm on Sundays won’t be applied to your account until the following day.
Welcome to Topaz Finance Limited
- We’re delighted to welcome former customers of Mortgages plc and Wave Lending Limited to Topaz Finance Limited
- Look out for your welcome letter! Letters will start to arrive from Tuesday 17 March.
- We’re now responsible for administering your mortgage, setting its interest rate and any fees that may apply.
- There's no change to your account number or interest rate as a result of moving to us.
- The transfer doesn't change your mortgage terms and conditions.
- If you pay by Direct Debit you don’t need to do anything.
- If you don't pay by Direct Debit, you'll need to send your payments to a different bank account, or start making debit card payments to us.
- You can manage your account online with Self-Serve – it's quick and easy to register.
- We’re here to help if you have a query or need any support.
Recently, Mortgages plc or Wave Lending Limited sent you a letter about the transfer of ownership of your mortgage to Topaz Finance Limited. That transfer has now taken place, and your mortgage was assigned to us on 16 March 2026. We’re delighted to welcome you as a customer of Topaz Finance Limited.
Topaz Finance Limited is authorised and regulated by the Financial Conduct Authority and administers over 100,000 mortgages and loans under a range of trading names.
We’re now responsible for administering your mortgage, including collecting your monthly payments, sending your annual statement, working with you if your account is in arrears, handling complaints, and answering any general queries you may have. If you need to get in touch, you’ll find our contact details here.
There’s no change to your account number or to the terms and conditions of your mortgage because of the transfer of your account to us.
Rates, fees & charges
We’re now responsible for setting and changing the interest rate, fees and charges that apply to your mortgage.
Your interest rate – your interest rate hasn’t changed because of the transfer. We’ve initially set your interest rate at the same rate as it was with Mortgages plc or Wave. In future, your interest rate will continue to vary in line with your mortgage offer and terms and conditions. See our Your interest rate page for more information.
If your previous lender recently wrote to tell you about a rate change taking effect on or after 1 April 2026, that change will still go ahead. We’ll apply the change as they have described.
Fees & charges – our simple tariff contains fewer charges than the tariff of your previous lender. For more information, please see our Fees & charges page.
Making your monthly payments
We’ll now collect your monthly payments. If you don’t pay by Direct Debit you’ll need to send future payments to our bank account or start making debit card payments to us.
Direct Debit
If you pay by Direct Debit you don’t need to do anything. Your instruction has been transferred to us and we’ll start collecting your monthly payments. ‘Topaz Finance Ltd’ will appear as a reference on your bank or building society statement in future.
You may also see a comment on your bank statement advising you of the final payment under the old name and the first payment under the new name.
If you recently cancelled your Direct Debit with your previous lender it won’t transfer over to us. You’ll now need to set up a Direct Debit with us or use another payment method.
If you pay by any other method
Standing order or online banking payments
Please update your instructions to your bank or building society to send your payments to us. The bank account details to use aren’t the same for all our customers. We provided our bank account details in your welcome letter.
Don’t worry if you’ve recently made a payment to your previous lender, they’ll forward the money to us. However, they won’t forward payments indefinitely. Please make the necessary changes as soon as possible to ensure that your future monthly payments are received by us.
Debit card payments
You can make debit card payments using our Self-Serve system. Find out more about how to register on our Using Self-Serve page.
Alternatively, call us on 0345 389 1672 to make your payment using our automated telephone service or by speaking to an agent.
Please note that we don’t accept credit card or American Express payments.
Here to help when you need us
We know times are tough and mortgages can be complicated, so we’re always here to provide help if you need it.
If you’re behind with your payments or need any support, please call us as soon as possible. Speaking to us earlier means there may be more ways in which we can help and simply contacting us won’t affect your credit score.
You can get in touch with us by phone or post, or by signing in to Self-Serve and sending us a secure online message. You can find all the details on our Contact us page.
Communications about your mortgage will now come from us. However, you may still receive some correspondence from your previous lender regarding matters that occurred before the transfer took place.
Now you’re a Topaz customer, you can register for Self-Serve and manage your mortgage online. Registering is simple, and Self-Serve is available 24 hours a day, seven days a week. You can find more information about Self-Serve on our Using Self-Serve page.
Don’t worry, you don’t need to do anything. Where necessary, your previous lender will forward recent payments to us. However, they won’t forward payments indefinitely, and if you don’t pay by Direct Debit, please send future payments to our bank account, or make debit card payments to us.
If you’re worried about being unable to meet your monthly payments, visit our payment difficulties pages, where we explain what to do if you’ve missed a monthly payment and how we may be able to help you.
You’ll also find information about maintaining an effective budget, getting support with the cost of living, and where to access free, confidential, and impartial advice.
If you can’t find the help or information you need on our website, you can always call us – we’re here to help.
Yes – if your mortgage is in arrears and you have a temporary payment plan to manage those arrears your former lender advised us of the details, and it will continue as before. We’ll refer to your arrangement as a temporary payment plan, and if we need to discuss your payment plan, we’ll contact you.
Yes – you can continue to make overpayments.
If you make monthly overpayments by Direct Debit, your previous lender has provided us with the details, and we’ll continue to collect your agreed overpayment amount.
If you want to make overpayments using a method other than Direct Debit, you’ll need to send the payments to us using one of the methods below.
Standing order or online banking payments
You’ll need to send payments to our bank account. The bank account details to use aren’t the same for all customers. We provided our bank account details that you should use in your welcome letter.
You can also find the bank account details you use by registering and signing in to Self-Serve or by calling us.
Debit Card Payments
You can make overpayments by debit card using our Self-Serve system. Find out more about how to register on our Using Self-Serve page.
Alternatively, visit our Overpayments page or call us on 0345 389 1672 to make your payment by speaking to an agent.
Cheque Payments
Please make cheques payable to ‘Topaz Finance Limited’ and send them to: Topaz Finance Limited, PO Box 12, Skipton, BD23 2HL. Please remember to write your mortgage account number on the back of the cheque.
If you or your solicitor have been sent a redemption statement, it will remain valid until the date on the statement. If your redemption statement has expired, we’ll need to issue a new one.
Please inform your solicitor of the transfer – if they request a new redemption statement on your behalf, they’ll need to request it from Topaz Finance Limited.
If you’re requesting a redemption statement yourself, you can register for our Self-Serve system and request it online, or you can call us.
If you have paid off your mortgage, a welcome letter we sent to you may have been prepared before the redemption was fully processed. You don’t need to take any further action, but you can call us if you’re unsure.
If you have a current offer for a contract variation (such as adding or removing someone from your mortgage) you don’t need to take any action. If necessary, we may reissue some documentation to you and/or your solicitor. Any commitments made by your former lender will be honoured by us.
If you wish to make any new changes, please contact us.
A copy of relevant data relating to your mortgage has been transferred to us. We will always comply with our legal obligations under applicable data protection law including the Data Protection Act 2018. For full details please visit our Privacy page.
Credit reference agencies will be notified of the transfer of your mortgage and will update your report accordingly.
We very much hope that you’ll be happy with the service we provide. However, if something goes wrong and you want to make a complaint, we’ll do our best to resolve it promptly and fairly. You’ll find full details of how we handle complaints on our Make a complaint page.
If you make a new complaint about an issue from before the transfer, we may forward your complaint to your previous lender for them to respond.
If you’ve recently made a complaint this won’t be forgotten. You’ll receive a response from us or your previous lender as soon as possible. If your complaint hasn’t been resolved within eight weeks of you making it, you’ll receive a letter letting you know and explaining what further steps you can take.
Planned system maintenance
All our phone lines (including our automated payment service) will be closed because of essential maintenance on Saturday 14 and Sunday 15 March.
Our online Self-Serve system will also be unavailable from 5:30pm on Friday 13 March and for all of Saturday 14 and Sunday 15 March.
If you would usually sign in to Self-Serve or call us to make your monthly payment on these dates, please arrange to do so either before or after the weekend closure. We’re sorry for any inconvenience this may cause.
Here’s a reminder of all the ways you can make a payment.