We have compiled some frequently asked questions below that will help you get more informed about what it means to be a PTSB Asset Finance customer. Please select the most relevant FAQ section in the box below that relates to your specific query.
Help and support | Asset Finance agreement transfer | Your agreement interest rates | Managing your Asset Finance agreement | Making agreement repayments | Products and services that impact your agreement
PTSB plc has acquired Ulster Bank Ireland DAC trading as Lombard, (“Lombard”). The business transferred to PTSB on the 24 July and has commenced trading as PTSB Asset Finance.
We are committed to assisting you with meeting your agreement payments. Our priority is to work with you to support you in any circumstances where you may be facing or are in financial difficulties or arrears. If you are experiencing or anticipating financial difficulties or arrears, please contact us promptly.
Call us directly on 0818 210 263 or +353 1 608 5499 (from abroad). Lines are open 9am to 5pm, Monday to Friday (excluding Bank Holidays).
Our guide on facing financial difficulty as a personal asset finance customer will help you understand the important information relating to your options.
If you are concerned about a repayment on your agreement, you are in arrears, or you are about to enter into arrears, please contact us as soon as possible. This will give you and PTSB time so we can begin planning a workable solution to support your financial difficulties or arrears.
Call us directly on 0818 210 263 or +353 1 608 5499 (from abroad). Lines are open 9am to 5pm, Monday to Friday (excluding Bank Holidays).
You can also contact our Asset Finance Business Relationship Managers, who have transferred over to PTSB Asset Finance, offering the same help and support.
As a business owner you can avail of the guide we have developed for small and medium enterprises in or facing financial difficulties that sets out details of PTSB’s framework for assisting customers.
We want to assure our customers that regardless of your circumstances, your financial wellbeing is our utmost priority. If at any time, your circumstances change or you require additional support, talk to us about any additional care or support you require. Read more about Enhanced Customer Support.
If you have an unresolved complaint with Ulster Bank on or after the transfer date, the handling and resolution of this complaint will remain with Ulster Bank. Ulster Bank will be in touch with you to follow-up on this complaint.
Should any aspect of your complaint become an ongoing concern, PTSB will support Lombard where it can to ensure you are not disadvantaged as a consequence of the agreement transfer.
If you have any specific queries about the existing complaint, give us a call on 1800 200 162. Lines are open 9am to 5pm, Monday to Friday (excluding Bank Holidays). If you have a complaint currently with the Financial Services and Pensions Ombudsman, they will continue to investigate and no action is required by you.
We’re committed to providing our customers with the highest standard of service. If you have a complaint, we want to know and we’ll address the issue as quickly and as fairly as possible. There are a few different options for how to make a complaint to PTSB.
You can complete our online complaint form or write to our Customer Resolution Centre, at PTSB, PO Box 13769 South City Delivery Office, Togher, Cork. (please provide your phone number and agreement number so we can discuss your complaint with you).
We want to assure our customers that regardless of your circumstances, your financial wellbeing is our utmost priority. As your agreement has now moved to PTSB Asset Finance, you or someone you have nominated or may wish to nominate as a third party might want to talk to us about any additional care or support you will require.
If you require an Authorised Third Party to act on your behalf with PTSB, our team can assist you with setting up this nomination. Download the Third Party representative Customer Authorisation form or have the form sent to you on request by calling us at 0818 210 263 or +353 1 608 5499 (from abroad). Lines are open 9am to 5pm, Monday to Friday (excluding Bank Holidays).
No, your terms and conditions will not alter. We are now open for business as PTSB Asset Finance following the transfer of the former Lombard business operations, facilities and colleagues to PTSB.
We will continue to offer the same products and services that were available to you before the transfer and are here to provide you with any support you may need.
As part of the transfer of your agreement(s) and associated documents, Ulster Bank has also transferred your customer data, including your contact details, to PTSB Asset Finance.
If the contact details relating to your agreement(s) have recently changed, it is important you contact our dedicated team on 0818 210 263 or +353 1 608 5499 (from abroad). Lines are open Monday to Friday, 9am to 5pm (excluding Bank Holidays).
Details of the processing of your personal data connected to your transferred agreement by and on behalf of PTSB (including how and why we processes your personal data) are set out in PTSB’s privacy notice.
Your interest rate will remain in line with the terms of your existing contractual agreement and is not impacted by the transfer of your agreement.
Where you have made a recent request (e.g. a change of address or application to Lombard), this will be passed on to PTSB by Lombard. We will endeavour to act on your request at the earliest opportunity and avoid any unnecessary delays and you should monitor your account to ensure resolution of your request.
To make a request to amend your personal details or agreement details, please contact our asset finance team on 0818 210 263 or +353 1 608 5499 (from abroad). Lines are open Monday to Friday, 9am to 5pm (excluding Bank Holidays).
Details of mandatory fees and charges that are applicable to your agreement(s) are shown on your finance agreement. The full suite of asset finance fees are detailed in our banking charges booklet entitled “Personal and Business Banking Charges".
The booklet includes full details of account and service fees and charges and explains how these charges might affect you.
The contractual terms of your alternative repayment arrangement will not be impacted by the transfer.
As you currently repay your agreement(s) via direct debit, this method will remain in place after the Transfer Date and will continue to be used to make repayments as per your agreement(s). No action is required by you.
In due course, PTSB Asset Finance will amend the direct debit name that appears on your bank statement (the ‘creditor identifier’) to refer to ‘PTSB Asset Finance’ rather than to Lombard.
As you are repaying your agreement(s) by standing order or electronic funds transfer (EFT) you will need to set up a new payment instruction through your current account provider, directing payment to PTSB Asset Finance.
It is important to remember to cancel any existing Standing Order or EFT instructions that you have in place that is directing payment to Ulster Bank once you have set up the new payment instruction. This is to ensure your agreement(s) repayment is not paid twice.
Please use the PTSB Asset Finance payment details which will be sent to you in your PTSB Asset Finance Welcome letter. Please use your unique agreement number as your reference.
No, your agreement repayment will not be impacted by the transfer.
Should you wish to make additional lodgements outside of your scheduled repayments to your agreement(s) by cash or cheque, visit your closest PTSB branch with a cash desk facility.
You can also contact our dedicated asset finance team on 0818 210 263 to discuss your repayment options. Lines are open Monday to Friday, 9am to 5pm (excluding Bank Holidays).
Please ensure you include your PTSB Asset Finance customer number on all lodgements.
Ulster Bank transactional accounts you may have had (current, savings, deposit, and credit card accounts) have closed and not transferred with your agreement(s).
As part of our commitment to make your move to PTSB Asset Finance as easy as possible, we have a dedicated online moving hub to help you to open and move your personal or business accounts.
You can also apply for a personal or non-personal Current Account in your local branch. Our team in Open24 can schedule an appointment for you at a convenient time in a branch of your choice.
If you have any questions in relation to switching, please call us on 0818 502 424 or 01 353 1212 4101 (from abroad). Lines are open 9am to 5pm Monday to Friday (excluding Bank Holidays), and 10am to 2pm on Saturdays and Sunday.
