Additional Support
Who may require our additional support?
We understand that life can change unexpectedly, and some customers may need a little extra support at certain times. If you are facing temporary challenges or need ongoing help, we are here to support you in managing your mortgage. Below are some examples of situations where you may benefit from additional assistance:
Health conditions such as an illness or a condition that makes day‑to‑day tasks more difficult
Accessibility needs, such as mobility, hearing or vision challenges
Age‑related concerns that may affect how you manage your mortgage
Major life events such as the death of a loved one, relationship breakdown, or job loss
Financial pressure and uncertainty about keeping up with payments, or situations where someone else may be influencing your financial decisions
Other difficulties such as trouble remembering, concentrating or making decisions
If any of these apply to you, we are here to support and work with you.
We can provide information in different ways to suit your needs.
Our priority is to make it as easy for you to communicate with us and to ensure you feel supported throughout.
Assisted Decision-Making
The Assisted Decision-Making (Capacity) Act 2015 introduces a legal framework for people who need support with decision-making and sets up the Government’s Decision Support Service (“DSS”).
The DSS supports the rights and interests of people who may need help with decision-making regarding personal welfare, property, and finances. Through the DSS, you can obtain a “Decision-making assistance agreement” to appoint decision-making assistants, co-decision makers, and decision-making representatives.
If you think you would benefit from a decision-making assistance agreement, more information is available from the DSS through the following channels:
Phone: 01 211 9750
Email: Queries@decisionsupportservice.ie
Post: Decision Support Service, Waterloo Exchange, Waterloo Road, Dublin 4 D04 E5W7
Website: www.decisionsupportservice.ie
If you have a decision-making assistance agreement that is relevant to your mortgage, please contact our Customer Support Team. The team is available from Monday to Friday, 9am to 5:30pm, excluding Bank Holidays, and can be reached by:
Phone: 1800 816 121, or +353 1 526 8580 if calling from abroad
Email: info@marscapital.ie
Post: Mars Capital, PO Box 12546, Dublin 2
Nominate a Trusted Contact Person
A Trusted Contact Person (TCP) is someone you choose who we can contact if we are worried about your wellbeing, if we cannot reach you, or we suspect possible financial abuse.
Your TCP cannot make decisions on your account, but they can help us reconnect with you and ensure you receive important information.
You can add, change, or remove a TCP at any time.
You can nominate a TCP by filling out this form.
Financial Abuse and Control
What is Financial Abuse?
This is when someone manipulates or limits another person’s access to financial resources to exert power over them.
Financial Abuse may happen when someone else:
uses your money without your knowledge or permission;
threatens to withdraw care or services unless you give them money or property;
makes decisions about how to spend your money without asking you;
gets you to sign documents you do not understand such as a deed, a power of attorney or a will; or
forces you to sell your home or assets without your consent
While we only provide mortgage services and cannot intervene in your day-to-day banking, we can still support you if you are worried about financial control or abuse. If you have concerns about your mortgage, we can speak with you confidentially, explain your options, and help ensure that any decisions you make are your own.
For additional information, please refer to the Banking & Payments Federation Ireland (BPFI) BPFI-Principles-on-Financial-Abuse.2024-1.pdf, and organisations such as MABS and An Garda Síochána can offer additional help if needed.