Help & Advice

If you're experiencing financial difficulties, or worried difficulties may arise, remember, you're not alone. We're here to support you every step of the way. Whether it's exploring repayment options, discussing potential solutions, or providing helpful tips for managing your finances, we're committed to finding the best solution for your situation.

It’s important, if you are concerned about financial difficulties to speak to us as soon as possible. The sooner you do so the greater the chance we have of being able to come to a satisfactory resolution with you to address these difficulties.

We please be called on LoCall 1800 816 121 or, if calling from abroad, +353 1 526 8580.

Missed repayments can affect your credit rating and require you to pay more over the life of the loan.

Arrears on your Home

For our customers who experience financial difficulties on their family home we know this can be a very worrying experience.

For customers in financial distress on their home (or their sole property in Ireland) the Central Bank of Ireland’s (“CBI”) Code of Conduct on Mortgage Arrears (“CCMA”) provides a framework known as the Mortgage Arrears Resolution Process (“MARP”) to assist borrowers and offer certain protections.

There are 4 steps in the MARP process:

Communication: We are here to help you with all your queries and concerns, so the first step is often picking up the phone to us. If your account does go into arrears, we will write to you and call you, and send you a Standard Financial Statement (“SFS”) to complete.

Financial Information: Completing the SFS accurately and honestly allows us to find the best solution for you. This guide can help you fill out the SFS or alternatively you can ring us and we’ll be happy to help. At this time, you might also wish to reach out for independent financial advice. At the bottom of this page, we provide a number of contact details for organisations that may assist you including, MABS (the Money Advice and Budgeting Service) which is a national, free, confidential, and independent service for people in debt difficulties or in danger of getting into debt difficulties.

Assessment: Once you’ve submitted your financial information, we will then review this to find a suitable, and sustainable, solution for you. We have a wide range of Alternative Arrangements to cover both temporary difficulties, and longer-term financial strain.

Resolution: When we’ve found the right solution for you, we’ll share our decision with you to allow you to consider it. If we can’t find a viable solution for you, or you don’t agree with the solution being offered, we will work with you on the next steps.

If you don’t engage with us through this process, you may lose the protections of MARP, so it is important to be open and transparent. For customers who may be in long term arrears, or who previously lost the protection of MARP, it is never too late to engage with us!

Arrears on your Investment Property

For our customers who experience financial difficulties on their investment properties the protection of MARP doesn’t apply.

Nevertheless, our approach remains the same: to find a long-term sustainable solution for your mortgage facilities.

We follow the same 4 steps and we will always work with you to find a solution. 

Download Centre

Our Download Centre contains a number of documents which may be of assistance to you including the SFS and our MARP booklet can be found in our Download Centre

Useful Links

There are a number of resources available to borrowers in financial difficulties. The following sources of information may be helpful to you:

MABS
MABS (the Money Advice and Budgeting Service) is a national, free, confidential, independent service for people in debt difficulties or in danger of getting into debt difficulties. Its website provides useful budgeting tools and help on completing the SFS or the I&E (see the MABS Guide to the Code of Conduct on Mortgage Arrears). It also has contact details for all local MABS branches.

Website: www.mabs.ie

Abhaile
Abhaile is a service available through MABS to help homeowners find a resolution to home mortgage arrears. It provides free confidential and independent financial and legal advice and help from experts. You can find out more about this service by contacting MABS on their helpline Monday to Friday 9am to 8pm.
Website: www.mabs.ie/abhaile

Banking Payments Federation of Ireland (BPFI)

The BPFI has set up a dedicated webpage to support customers who are struggling to meeting mortgage and loan repayments.

Website: https://bpfi.ie/dealing-with-debt/

Insolvency Service of Ireland
The Insolvency Service of Ireland’s (ISI) aim is to help restore insolvent people to solvency in a fair and transparent way. The ISI is an independent statutory body. Its website explains the options available for people who are in debt and who do not see themselves being able to repay their debts in the next few years.

Website: www.isi.gov.ie

Keepingyourhome.ie
Keepingyourhome.ie is a website run by the Citizens Information Board and MABS. It provides information on the services and entitlements available if you have difficulties making your mortgage repayments. It also provides information on the Mortgage Arrears Resolution Process (MARP).

Website: www.keepingyourhome.ie

Free Legal Advice Centre
The Free Legal Advice Centre (FLAC) provides free legal services to the public in the four main areas of legal aid, social welfare, credit and debt, and public interest law. The FLAC website has contact details for all local Legal Advice Centres.

Website: www.flac.ie

Housing Agency website
Provides information on requirements for Mortgage to Rent as an alternative resolution to financial difficulties. 

Website: www.mortgagetorent.ie

Other Useful Links

You may find the below links are also of benefit to you.

Central Bank of Ireland

You will find information about the relevant regulations and codes on the Central Bank of Ireland website.

Website: www.centralbank.ie

Citizens Information
The Citizens Information website has information on public services and entitlements. It is provided by the Citizens Information Board. It also has contact details for all Citizens Information centres around the country. 

Website: www.citizensinformation.ie

Citizens Information Board
The Citizens Information Board (CIB) website has information on the services and entitlements available if you are having difficulties paying your rent or making your mortgage repayments. The website also has contact details for all Citizens Information centres around the country.

Website: www.citizensinformationboard.ie

Data Protection Commissioner
The website for the Office of the Data Protection Commissioner has information on individuals’ rights and organisations’ responsibilities on storing and using personal data. It also provides guidance on how these rights and responsibilities apply in different situations.

Website: www.dataprotection.ie

Department of Social Protection
The Department of Social Protection website provides details on Jobseeker’s Allowance and other welfare benefits that you may be entitled to. This government website has contact details for all local branches of the department.

Website: www.welfare.ie

Financial Services and Pensions Ombudsman
The Financial Services and Pensions Ombudsman (FSPO) in the Republic of Ireland deals with unresolved complaints from personal consumers and smaller enterprises about their dealings with regulated financial service providers. It is a free service. For information about your right to refer the matter, please contact:  Financial Services and Pensions Ombudsman Lincoln House, Lincoln Place, Dublin 2, D02 VH29.

Website: www.fspo.ie

Revenue Commissioners
The Revenue Commissioners provide information on all tax credits and reliefs that you may be entitled to. They also have contact details on all of their local branches.

Website: www.revenue.ie

Competition and Consumer Protection Commission
Provide information to consumers about their rights, personal finance and product safety, through a consumer helpline, a dedicated section of our website, public awareness campaigns and through our various financial education initiatives.

Website: https://www.ccpc.ie/consumers/