We’re sorry we couldn’t help

Unfortunately, we can’t provide you with a mortgage in principle. This could be for a number of reasons, including things like:

Poor credit score 

Your credit score shows how you’ve managed money in the past. It’s made up of things like your debts, store cards, bill payments and car loans. 

We consider your credit score when deciding if we’re able to lend to you, and it’s possible that your score doesn’t meet our requirements.

There are a few things you can do to get your credit score mortgage-ready:

  • Check and monitor your score with a free provider such as Experian, ClearScore or Credit Karma.
  • Get a copy of your credit report and work with your provider to fix any mistakes you see right away.
  • Make sure your credit rating is in the “good” or “very good” category. If your credit rating is less than “good”, practicing smart money and credit management can help bring it up in the future. 
  • Try to avoid taking out any credit or finance in the months before you apply for a mortgage. Each time you do this, the lender will perform what’s called a “hard credit search” where they review your credit history and debts. Hard credit searches show that you have asked to borrow money and are recorded on your credit file, which can impact your ability to get a mortgage.
  • Register to vote so you show up on the electoral register. This reassures lenders about your identity, because it shows you are who you say you are and live where you say you live.
  • Make sure you're not using too much of your available credit or going over your limit, and always pay back your loans or credit cards on time.


From a lender’s perspective, affordability challenges can take a few different forms. 

For example, our affordability calculations might find that you hold too much debt compared with your income for us to lend to you. Try to pay off your debts before applying for a mortgage, and review your outgoings to make sure you aren’t taking on unnecessary debt.

Another possibility is that your income may not be high enough to borrow the mortgage amount you want. If this is the case, you could consider borrowing less – but this may mean you can’t afford to buy the property you want. An income or deposit booster could help with this – you can learn more in our FAQs.

If you need a hand with other financial matters, for impartial advice on debt management, mortgages and much more, we recommend money helper.


It may also be the case that you don’t meet our eligibility criteria. To learn more about your eligibility, you can reach out to us on our live webchat.

Don’t fret, though. Even if you don’t meet our criteria, there are other lenders that may be able to help. You can find a mortgage broker to help you via Unbiased.co.uk .

We know that this might be frustrating and we’re sorry that we can’t help. We hope that we might be able to lend to you in the future, and we wish you the very best on your homebuying journey.