- Help with your mortgage repayments
The first step is to realise that we are here to help. Ask at your local branch about speaking with one of our mortgage specialists who will be able discuss any concerns you may have with meeting your mortgage repayments.
Please don’t feel uneasy about talking to us as soon as possible. The earlier we know about any concern you may have, the sooner we can work together to quickly identify the best solution to get you back in control of your finances.
If you have already fallen into arrears then we would ask you to call our dedicated Home Mortgage Line on 07662 44444.
Our standard opening hours are from 9am - 6pm Monday to Friday.
- Before you contact us
Before you contact us and to help future conversations, you may find it useful to draw up a budget based on your current income and spending. It is best to work out your budget monthly, even if you are paid weekly, as that is often how most regular bills need to be paid.
- Independent Support with Managing your Debt
Insolvency Service of Ireland
The Insolvency Service of Ireland (ISI) is an independent government organisation with a range of solutions to problem debt. It has a regulated network of qualified professionals that can help you get back on track.
Phone: 076 106 4200 or text GETHELP to 50015.
Abhaile is a new State-funded service to help homeowners find a resolution to home mortgage arrears. It provides vouchers for free financial and legal advice and help from experts, which are available through MABS. A dedicated adviser will work with you and your lender to find the best solution for your situation.
Phone: 076 107 2000
See our Guide to Dealing with mortgage repayment difficulties for further useful contacts.
- Mortgage Arrears Resolution Process
What is MARP?
The Mortgage Arrears Resolution Process (MARP) is a process that all financial institutions must use to help customers in arrears or pre-arrears difficulty. If you are experiencing mortgage difficulties and approach us for help, we are committed to
- providing clear and transparent information,
- treating all customers fairly and equitably, and
- finding a solution that suits you and your circumstances
Here is our Guide to dealing with mortgage repayment difficulties, which explains the MARP process.
Why would I need to go through MARP?
You may need to go through MARP if:
- you have missed any repayments on your mortgage
- your financial circumstances have changed (or you expect them to change in the coming weeks or months)
- your ability to make your current repayments is/will be adversely affected
Contact the bank as soon as possible if you need to go through MARP.
How does MARP work?
To begin the process, you must complete and submit a Standard Financial Statement (SFS) form. Completing an SFS is the best way to get a clear picture of your finances. You will be able to identify expenses you can reduce or eliminate so you can prioritise your mortgage repayments.
Once this form has been received, the bank will assess your circumstances and explore all possible options to determine if we can offer you an alternative repayment arrangement. Throughout MARP we aim to communicate, offer support, and work together to find a resolution.
How do I complete the SFS form?
You can complete the SFS form in 3 ways:
- Online: You can now fill out and submit the SFS online, which may be more convenient than using paper forms. First, you must register for Mortgage Solution. Once registered, you can:
- complete the form
- upload your supporting documents
- submit the form online
- view the progress of your SFS once submitted and
- download, save, and print a copy of your completed SFS
If you have already registered for Mortgage Solution and wish to complete the SFS online or check on your submission, you can log in here.
When a decision has been made based on your circumstances and SFS, we will let you know through Mortgage Solution. If you receive an alternative repayment arrangement, you have 5 weeks to review and sign it online if you decide to accept it.
- Phone: Call a member of our team on 07662 44444, and complete the form with them over the phone. You will need to send your supporting documents to us by post.
When a decision has been made based on your circumstances and SFS, a member of our team will contact you to let you know. If you receive an alternative repayment arrangement, we’ll send it to you by post or DocuSign.
- Post: If you prefer to use the paper form, first read our guide to filling in the SFS and then download the SFS. You must print the form, fill it in by hand, sign and date it. Once your form is complete, you can post both the signed form and your supporting documents to us.
When a decision has been made on your circumstances and your SFS, a member of our team will contact you to let you know. If you receive an alternative repayment arrangement, we’ll send it to you by post or DocuSign.
Regardless of how you complete the SFS form and if you are offered an alternative repayment arrangement, you will have 5 weeks to review, sign, and return your repayment arrangement to us.
What if I’m not happy with the alternative arrangement or I’m not offered one?
If you are not happy with our decision, you have the right to appeal. We have set up an independent Appeals Forum/Board to hear and assess the appeal. We’ll include details of the appeals process in our future correspondence.
I completed the SFS form and entered an alternative repayment arrangement. However, it's coming to an end. What happens next?
We will contact you 4 months before the end of your alternative repayment arrangement to outline your options and what they mean for your repayments and overall cost of credit.
- If you’re able to return to repaying your mortgage, you may choose to repay it within the remaining term without extending its period. Please contact a member of our team on 07662 44444 to discuss your options.
- If you want to repay the mortgage in full, contact our customer service team on 01 611 3333 for a redemption figure.
- If your financial situation has not changed, you may complete another SFS form to see if we can find a more suitable solution.
When you complete your SFS we will consider it carefully and sympathetically. However, we cannot promise that we will offer an alternative repayment arrangement in every case.
Full details of the Central Bank of Ireland’s Code of Conduct on Mortgage Arrears (CCMA) can be found on their website www.centralbank.ie
- Credit Reference Agency
If you fall behind with the payments on your mortgage, we may file a report about this with any credit reference bureau, agency or register, including the Central Credit Register. We do not have to tell you before we do this.
If you are in arrears, this report could make it more difficult for you to get credit from us or other financial institutions in the future. For example, you may have difficulty getting a new home or business loan. The credit report we file with the credit reference bureau, agency, or register will show the number of payments you have missed. If we repossess your property, that may also be shown on the credit reference agency’s records.
If you enter an alternative repayment arrangement with us we report that to the Central Credit Register and Irish Credit Bureau.
- Fees and Charges Concerning Arrears
Any sum not paid by its due date is subject to an additional interest charge at the rate of 0.50% per month or part of the month (6.00% per annum), subject to a minimum of €2.54, per month from the due date until payment. This additional interest charge is intended to cover the Bank’s increased administration and related charges due to arrears on an account.
We do not charge this additional interest where you are in our home Mortgage Arrears Resolution Process, so long as you have co-operated with us when in the process.
You can avoid or reduce additional interest charges by a) making sure your mortgage account does not go into arrears or b) clearing any existing arrears as soon as possible.
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