Consumer Protection Code 2025

CPC 2025 is an update to consumer protection in financial services in Ireland. It replaces the existing Consumer Protection Code 2012 (CPC 2012) and is effective from 24 March 2026.

Illustration of a question mark.

Why has the Consumer Protection Code (CPC) been updated?

The Consumer Protection Code is a set of laws that help to make sure that people who use financial services (for example, mortgages, credit cards, insurance and current accounts ) are protected and treated fairly.

CPC has been updated to give consumers stronger and more modern protections. Its main aim is to make sure that financial service providers (for example, banks, insurers and investment firms) put customers first in all their decisions.

It also brings various laws on consumer protection into one place. For example, CPC 2025 now includes the requirements that financial service providers need to follow where consumers are in mortgage arrears. This was previously set out in the Code of Conduct on Mortgage Arrears.

What does it mean for me?

CPC 2025 gives you clearer information to support your financial decision-making, better digital experiences and extra help when you need it. For example, financial service providers must:

  1. Always consider their customers’ interests and treat them fairly

  2. Provide clearer, simpler information

  3. Offer better digital experiences

  4. Provide extra support for customers in vulnerable circumstances

  5. Deliver stronger protection from fraud and scams

  6. Provide clearer information on mortgage switching and the associated costs

Who does CPC 2025 protect?

CPC 2025 is designed to protect consumers of financial services, including individuals, groups and companies with an annual turnover of less than €5 million.

Here are some of the changes we have made to support you under CPC 2025.

Want to know more?

Find out more about CPC 2025 on the Central Bank website

Customers in vulnerable circumstances

We recognise that anyone can need extra help. We want to make sure you get the support you need when it matters most. Here are the steps we have put in place to help you.

Giving you the support you need

We are rolling out new supports for customers who need extra help. We’ve identified 22 support needs (for example, a quiet space and longer appointment times). These support needs can be added to your account at any time, so we can support you in the right way. Whatever you need, please tell us.

Trusted contact person

A trusted contact person is someone you choose who we can speak to about your accounts in certain situations. They could be a family member or a close friend. We will only speak to them and share information about you in very specific circumstances. They will not make financial decisions for you.

Financial abuse

We understand that abuse can affect every part of life. That includes your finances. If you’re experiencing financial abuse, we can get you support and help you protect your money.

Our focus is on doing what’s right for our customers

The new CPC 2025 rules strengthen that even further.

Making things easier to understand (informing effectively)

We’ll make sure all our communications with you are clear, accurate and up to date. We’ll give you information that’s easy to understand and share it at the right time, helping you to understand the key features of any product or service. To help you better understand the terms that we use, we have launched a new glossary (the 'A to Z' of bank terms). You can find this on our website and in our branches.
See our A to Z of bank terms

Terms of business

We've made some updates to our terms of business. These include clearer information on contacting us, what are 'unregulated activities', our fees and charges and how to make complaints.
See our terms of business

Mortgages and switching

If you are thinking about switching mortgage interest rates, reach out to us. We’ll give you information on actual monthly savings to support your decision making. We'll make mortgage information clearer by showing the total cost of credit, explaining incentives and improving calculators and advertisements.
See more about our mortgages

Sustainability preferences

Where we offer a product with a green option (for example, our EcoSaver mortgage interest rate), we’ll save your sustainability choices in the statement of suitability. We’ll make sure that advertising about green products does not mislead you about their environmental or sustainability benefits

Managing money worries

If you run into financial difficulties, we’ll do our best to help you get back on track. Whether you need short-term support or a long-term plan, we’ll help you get on top of your finances.

Frequently asked questions

We have included a few key topics you might have questions on, however if we have not answered your question, let us know.

Contact us

Our teams are here to help.

Log in to 365 online, select Services and Send us a message.

Contact us by phone

Tweet us @talktoBOI, 8am to 8pm. (Response within 15 minutes)

Visit your nearest branch