How to get started

Mortgage Arrears Resolution Process (MARP)

If you're having trouble paying your mortgage on your home loan, or think you might soon — please talk to us.

We have a process called the Mortgage Arrears Resolution Process (MARP) that’s here to help.

Step 1: Communication - Talk to us

Please get in touch with us as soon as possible if you’re worried about repayments. We want to help.  

PTSB have a specially trained and dedicated team who you can call directly on 1800 855 010 or +353 21 601 3800 (from abroad). Lines are open Monday to Friday, 9am to 5:15pm (excluding public holidays).

If you prefer, you can make an appointment at any PTSB branch by calling Open24 on 0818 50 24 24 or +353 1 212 4101 (from abroad). We have a team of trained staff at all our branches who can help you if you think you may have difficulties making a mortgage repayment now or in the future.

We are here to help you. Contact us so that we can consider your individual needs and work to find a solution that will suit you. 

Step 2: Financial information

To help you, we need a clear picture of your current financial situation. We’ll ask you to complete the Standard Financial Statement (SFS). This is a form that helps you collect all your financial information including your current income, expenses, assets and any other borrowings.  

There are lots of ways you can fill in the SFS form. You can:

• Fill in the SFS online.  
• Call us on 0818 66 44 44 or +353 21 601 3801 (from abroad), and we can begin an SFS with you over the phone.
• Download the SFS to complete on paper. Return the form by post to Arrears Support Unit, 56-59 St. Stephens Green, Dublin 2, D02 H489.
• Ask us to send you the SFS form in the post, together with other useful information. Return the form by post to Arrears Support Unit, 56-59 St. Stephens Green, Dublin 2, D02 H489.
• Make an appointment at a PTSB branch and one of our mortgage consultants will help you complete the SFS. To make an appointment, call Open24 0818 50 24 24 or +353 1 212 4101 (from abroad).  
• Read more about completing the Standard Financial Statement (SFS) form and other important, relevant information. 

Find details of all the supporting documents you will need in our Standard Financial Statement (SFS) guide.

Step 3: Assessment 

The next step is for our Arrears Support Unit to assess your SFS and supporting documents. We want to find the best possible solution for you. We’ll consider the following factors when we assess your situation:

• Your personal circumstances - your income and expenditure, including any extra income available to repay your mortgage, for example income received from renting a room.
• Your current ability to make repayments.
• Your overall level of debt.
• Your previous repayment history.
• Your financial outlook and any possible changes that may affect your ability to meet your mortgage repayments in full (such as expected future income and future expenditure).

Step 4: Resolution 

When reviewing your mortgage with you, we’ll consider a number of alternative repayment arrangements. These will depend on your individual circumstances and our assessment of your SFS. We will do our best to find an arrangement that works for you.

If we cannot agree on an alternative repayment arrangement with you, there may be other options for you, depending on your individual circumstances. These options will depend on our assessment of your situation and whether you meet qualifying conditions. For more details, go to Alternative repayment arrangements.