If you are having difficulties with your mortgage repayments, we are here to help. We understand that each situation is unique and needs to be assessed individually. We aim to handle all cases sympathetically and positively, to support people in arrears to find a solution to their mortgage difficulties.
We follow the Central Bank of Ireland’s Code of Conduct on Mortgage Arrears (CCMA). As a result, we ask customers in arrears to complete a Standard Financial Statement (SFS). Please read the information below carefully.
The first step is for you to complete the Standard Financial Statement (SFS). This is a form that helps you collect together all your financial information. For example, you will provide information on your current income, expenses, assets and any other borrowings.
How to complete the SFS:
We have a specially trained team available on the phone and in our branches to support customers who are facing financial difficulties.
If you would like help completing the SFS, contact us:
For more information on completing the SFS, please see our SFS Guide. You can also read the Central Bank of Ireland’s Guide to Completing a Standard Financial Statement.
Once you have completed the SFS, it will be assessed by our dedicated Arrears Support Unit. We aim to provide you with an alternative repayment arrangement that will suit your individual circumstances.
The SFS form is the easiest way to see where you stand financially and to collect all the relevant information and documents about your income, expenditure, borrowing and assets. When you complete the SFS form, you will write down all the money you have coming in and going out each month. (If your income is weekly, multiply it by 52 and divide the result by 12 to get your monthly income.)
It is important that you include all of your basic living expenses. We encourage all our customers to make sure they are maximising their income, including any social welfare entitlements they may be eligible for.
The SFS is designed to help you see all the details of your current financial circumstances.
We understand that completing the SFS is a serious undertaking and we will work with you to make sure that the information is accurate. Once it is complete, we will be able to work with you to find the best repayment solution for your circumstances.
It is important that you fill out the SFS fully and accurately. You will also be asked to provide any relevant documentation that we need to assess your situation. Please be assured that we will only ask for information that is relevant to this assessment.
Once the Arrears Support Unit (ASU) receives your SFS, our dedicated assessment team will assess it, along with the supporting documentation. We want to find the best possible solution for you and we will consider the following factors when we assess your situation:
In our assessment, we will consider a number of possible alternative repayment arrangements. These will depend on your individual circumstances and our assessment of your SFS. We will then inform you of our decision.
Please note that we may not always be in a position to offer you an alternative repayment arrangement.
When you get our offer, you may want to get professional independent advice to help you. You could also contact the Money Advice and Budgeting Service (MABS), a free independent service for people in financial difficulties. MABS also operates a service called Abhaile to help homeowners find a solution to their home mortgage arrears. It provides vouchers for free financial and legal advice and help from experts, all available through MABS.
You can contact MABS on 0818 07 2000. (Monday to Friday, 9am to 8pm) or visit the MABS website.
If you give us your written consent, we can also liaise with a third party of your choice, such as a MABS advisor, who can act on your behalf.
Alternative Repayment Arrangements Make a payment to your mortgage account
