Support Services

How we can help

We all have individual needs and require a bit of extra support from time to time. Our needs can change or be permanent and are likely to be affected by life events such as money worries, relationship or communication issues or health concerns.

There are no hard and fast rules around how our personal circumstances can impact us which is why it’s important to let us know so that we can make sure our colleagues are offering you the right level of support.

We can also tailor your journey with us to meet your needs.

Saga Personal Finance works with trusted partners to provide our products and services and together we can provide additional support services should you need them. These include:

For Saga Savings, provided by Goldman Sachs International Bank Limited

Saga Savings are committed to supporting all of our customers – whether that’s with adding someone to help manage your account, accessibility concerns or other life events such as bereavement – and we are here to help whatever comes your way. For more information on how Saga can assist you please visit sagasavings.co.uk/help.

If you would like to get in contact with the Saga Savings team, all the contact information can be found on our contact us page.

British Sign Language – If you are an existing Saga Savings customer you are able to contact the Saga Savings team using British Sign Language (BSL).

For the Saga Savings Platform, powered by Flagstone

The Saga Savings Platform exists to help you protect and grow your cash. But, if you need answers, they’re never far away. Just contact us by phone or email, Monday-Friday, and we’ll be on hand to help.

Whether you’re completing your application, opening new savings accounts, or simply logging in for the first time, we’re here to help.

For those with visual impairment – you can make the text in our platform easier to read by adjusting the text size in your browser settings. You can read more on this guide from AbilityNet.

Giving someone else permission to access your account – if you’re having trouble navigating your account, you can give someone else access to your Saga Savings Platform account. They’ll be able to view your portfolio, make transactions by phone on your behalf, and get you back online if you’ve been logged out of your account.

For more information on how to give someone access to your account, just contact us.

The Saga Savings Platform is powered by Flagstone, the UK’s leading cash deposit platform.

For Saga Equity Release, provided by HUB Financial Solutions Limited

Alternative document formats – If you require large print, braille or audio alternatives, please contact the Saga Equity Release team on 0800 096 7120 who will be able to arrange this for you. Lines are open Monday to Thursday 9am to 8pm, Friday 9am to 5.30pm and Saturday 10am-3pm, excluding Bank Holidays.

Call-back service – Sometimes you may need a little extra time to digest things, that’s why the Saga Equity Release team are always happy to call you back at a time that is convenient to you, just say if this is the case, or request a call back.

Face to face or telephone appointments - Saga Equity Release can offer both telephone or face to face appointments with advisers. If you would like to arrange an appointment then call the team.

Bereavement service - To inform Saga of a bereavement please call our team on 0800 092 3816. If your loved one has taken out equity release with Saga please also contact the provider using the details on the documents you have.

If you would like to get in contact with the Saga Equity Release team, all the contact information can be found on our contact us page.

For Saga Mortgages, provided by Tembo

Tembo work hard to make the Saga Mortgages experience as inclusive as possible. They’ve introduced a range of accessibility measures to allow everyone to use the service and get the most out of the useful tools.

The Saga Mortgages website

Written in plain English
Avoids jargon where possible and explains any terms clearly
The Web Content Accessibility Guidelines are at the forefront of their website design
Has a Learning Hub
Frequently asked questions
Ability to zoom in/out on all browser types
Subtitles on videos

Communication channels

They offer various communication channels throughout the customer journey including:

Phone call
Text message
Email
Live chat
Video call

These support a wide range of customer needs. Please let your broker or mortgage expert know which method of communication you prefer.

Support of a friend/family member

If you would like the support of a friend or family member throughout our service please let Tembo know.

Extra support

It’s important you receive the support that enables you to access Tembo’s services, so if you do require any additional support please let Tembo know. When you tell them more about you and how they can help, it may help Tembo to better support you. Tembo might not always be able to help, but by understanding your circumstances and support needs they’ll have the opportunity to offer you the best support they can. Tembo also welcome feedback to help develop the service to help others in the future.

If you require any additional support with your mortgage or protection journey or would like to share feedback – please email hello@tembomoney.com

Additional Support

Fraud and scam helpline - This free 24-hour helpline provided by Arc Legal Assistance can help set your mind at ease if you receive a suspicious phone call, text, letter or email, or you’ve been visited by a cold caller who you’re not sure is genuine. You can call any time on 0800 656 9921 and quote ‘Saga Scam Helpline’

Text relay service - If you use text relay in other areas of your life, rest assured, we can also interact with you this way. For more information on how to use this service in conjunction with Saga, please refer to your usual text relay service provider.

We understand that sometimes personal finance can be complicated, some of the questions we ask can seem technical and might be difficult to understand. It’s important that you are comfortable and confident that we are meeting your personal finance needs.

To help us help you:

Don’t be worried about asking questions
Don’t be afraid to ask us to repeat a question
Please tell us if you need us to slow down or speak up
If you would prefer us to speak to someone you trust who you would like to make decisions on your behalf, just let us know
If a call becomes overwhelming, please let the call handler know, and we’ll call you back once you’ve had a break.