Contact us

If you need a bit of help, have a question you’d like answered or want to send us something, then there’s lots of different ways you can get in contact with us.

To ensure you speak to the right person as quickly as possible, click on the relevant scenario below to find out the best way to get in touch.

Don’t forget to check our FAQs to see if we’ve already answered your question.


I’m a customer with a TMW mortgage. How can I get in contact?

This website is for use by professional intermediaries only (mortgage brokers, financial advisers). If you’ve got a TMW mortgage, please visit our TMW customer website to find out how to get in touch.

Alternatively, you can view some of our customer contact details below:

For enquiries about your existing mortgage, call our Customer Services team 08000 30 40 60
If you’re calling from abroad, please call +44 1202 560 606
If you’re having trouble paying your mortgage, call our Arrears Management team 0800 212 508
specialist.lending-AM@nationwide.co.uk
Write to us The Mortgage Works
Portman House
Richmond Hill
Bournemouth
BH2 6EP
Visit the TMW customer website www.tmwdirect.co.uk
I want to register with TMW/update my registration details

To find out how to register with us, please visit our eServices page.

To update any other registration details such as your FCA number, principle or company name, please email your request to intermediary.support@themortgageworks.co.uk and we’ll get back to you within 48 hours. Alternatively, you can contact one of our experienced advisers on Broker Chat.

I want to speak to my BDM

To find out how to get in contact with your local BDM, visit our Find your BDM page.

I want some help finding a product

You can use our Product Finder to find the right mortgage product for your client.

Alternatively, contact your local BDM or contact one of our experienced advisers on Broker Chat.

I want an update on a TMW Online/MTE case

To review your current applications, simply login to TMW Online. Select 'My cases' to track the progress of your cases. If you’re not sure how to do that, visit our help pages for TMW Online.

You can also give us a ring and speak to somebody.

For cases that are pre full mortgage application, you can contact one of our experienced advisers on Broker Chat.

For cases that are post full mortgage application, call 08000 30 40 40. Then choose from the following options:

  • Option 1 for enquiries on a completed mortgage
  • Option 2 for case chases and updates on a submitted application
I want to talk to somebody about a technical query
Dedicated Broker Support will be able to help you with any technical queries. You can contact one of our experienced advisers on Broker Chat.

I want to talk to somebody about a procuration fee

If you have a query about a procuration fee, you should first check our procuration fees page to see if we've already answered your query.

Alternatively, you can contact one of our experienced advisers on Broker Chat or send an email to intermediary.support@themortgageworks.co.uk

If you send an email to us, don’t forget to include the 8 digit mortgage account number (labelled as reference) so that your query can be dealt with efficiently. You’ll receive a response within 48 hours.

I want to update some details on an application

For cases that are pre full mortgage application, you can contact one of our experienced advisers on Broker Chat.

For cases that are post full mortgage application, call 08000 30 40 40 then press:
  • Option 2 for full application changes
  • Option 3 for DIPs
I want to fax something to you

If you need to fax us any case requirements, please send them to 01202 562 460.

I want to give some feedback

If you’ve received great service and want to let us know about it, please fill in our Great Service Recognition form.

Alternatively, you can let us know how we’re doing by contacting your BDM who can pass on any feedback accordingly.

Still not sure who to speak to?

Here are the contact details for Dedicated Broker Support:

Chat online Instant message us on Broker Chat
Telephone 0800 545 31 31 - then choose one of the following options

Option 1: Products, criteria and BDM Support
Option 2: System support
Option 3: Updates on submitted cases

Fax 01202 562 460
Address The Mortgage Works
Portman House
Richmond Hill
Bournemouth
BH2 6EP

Our service levels

Every day we publish our service levels so that you can get an idea of how quickly we’ll be able to turnaround your application.

For an instant update on our service, visit our Service Updates page to view our current times for

  • call waiting
  • application to offer
  • document processing