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Enhanced Customer Support

Helping you through those everyday challenges

At PTSB we know that over the course of our lives our needs and circumstances will change and as such we understand that various customers may require additional support. We want to assure our customers that regardless of your circumstances your financial wellbeing is our utmost priority.

Who may require our additional support?

We understand that some of our customers might like a little extra support on a day to day basis. We also recognise that these days life can bring around unexpected changes. If you require extra support temporarily or on an ongoing basis we are here for you. The below provides an overview of the wide range of circumstances where we may be able to provide assistance.

Health: Customers with health conditions which may impact their ability to carry out day-to day tasks

Accessibility: Customer’s whose physical circumstances mean they may need additional assistance accessing our services

Elderly: Customers in the later stages of life who may be affected by age-related difficulties or concerns

Life events: Customers who have recently experienced significant life events such as bereavement or job loss

Financial distress: Customers who are in a position of financial distress or uncertainty

Resilience: Customers with a low ability to withstand financial or emotional shock

Cognitive difficulties: Customers who may have trouble remembering, learning new things, concentrating or making independent decisions

Financial abuse: Customers who are concerned about maintaining access to or control over their own finances

How we can help and support you

We recognise that there is no one size fits all when it comes to the support you need so please do feel free to speak to us about your needs and we will do our very best to support you and your financial wellbeing. We have a dedicated Enhanced Customer Support team within our Contact Centre to resolve any phone queries that you might have so please give us a call on 0818 818 721 or +353 1 655 0581 (Monday - Friday 9am to 5pm). Our team are on hand to:

  • Facilitate private, in-branch appointments to discuss any additional supports you may require and to better understand your needs by using the number above

  • We support customers regularly that may be or might shortly experience financial difficulty to find a path forward where possible. If you are in this position please do not hesitate to speak to us about our solutions on 1800 855 010 or +353 21 6013800 (Monday to Friday 8.45am to 6pm, excluding Bank Holidays)

  • We provide a dedicated Arrears Support Unit for customers who may have already found themselves having trouble in making repayments available on 1800 855 010 or +353 21 6013800 (Monday to Friday 8.45am to 6pm, excluding Bank Holidays)

  • We understand that losing a loved one is a difficult time. We're here to help you with banking support during this period. You can visit your local local branch or call our dedicated Bereavement Services Team on +353 1 212 4077 (Monday to Friday 9am to 5pm, excluding Bank Holidays).

  • Looking for how to best protect yourself from fraud? We provide educational information via our website

  • Looking for someone to withdraw money on your behalf? If you are unable to visit one of our branches we have a support in place to allow you to nominate a family member, friend or carer to withdraw money for you

  • Recognize the Sunflower Lanyard (worn if a person has a hidden disability) and Just a Minute “JAM” Card which prompts us to provide customers with additional assistance such as extra time to carry out our customer transactions

  • We will keep a report of the assistance you require to ensure you will not have to inform us more than once. We also commit to never sharing your data or information for any situation and will only use them to ensure you have the best customer experience possible, no matter the circumstances.

If you or someone you know may require additional care or support please don’t hesitate to contact a member of our Dedicated Support Team today.

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