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Mortgage Arrears Resolution Process (MARP) Overview

PTSB has a Mortgage Arrears Resolution Process (MARP) in place to help Home Loan customers who are experiencing difficulties in making their mortgage repayments now, or who may have difficulties making their mortgage repayments in the future.

Read our helpful guide on PTSB‘s Mortgage Arrears Resolution Process.

PTSB has a specifically trained and dedicated team that you can contact on 0818 66 44 44 or 021 601 3801 and who will be pleased to talk you through our MARP. Alternatively, we have dedicated Mortgage Consultants in every branch who can also talk to you about our MARP.

Our Useful Contacts section can help you find out who to call if you need help and advice with your mortgage repayments.

Step One: Communication – Talk to us

If you are having trouble meeting your mortgage repayments or are worried that you may have trouble in the future, it’s very important to get in touch with us as soon as possible.

We have a dedicated team available to take your call on 1800 855 010 or 021 601 3800.

Opening hours: Monday to Friday, 8.45am to 6pm (excluding Bank Holidays).

Call in to any PTSB branch. We have a team of trained staff at all of our branches that will help you if you feel you may have difficulties making your next mortgage repayment. We are here to help without judgment, so we can assess your individual needs and find solutions and support. 


Step Two: Financial Information

In order for us to gain a clearer picture of your current financial situation, we’ll ask you to complete and sign the Standard Financial Statement (SFS) either through our online web form or through our SFS PDF.

Details of the supporting documentation required from you with the completed SFS, are contained in our guide, Mortgage Arrears Resolution Process.

You can also do this in your local PTSB branch with the help of one of our mortgage consultants. Or, you can call us on 0818 66 44 44 or 021 601 3801 and we can begin an SFS with you over the phone and /or issue you with forms and supporting information by post.


Step Three: Assessment

We have an Arrears Support Unit (ASU) with a team of dedicated professionals who will assess your SFS and supporting documentation.

We will take the following factors into consideration when assessing your situation in order to find the best possible solution:

  • Your personal circumstances - your income and expenditure, including any extra income available to repay your mortgage.
  • 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 expenditure. 

Step Four: Resolution

When reviewing your mortgage with you, we will consider a number of alternative repayment arrangements. The availability of the arrangements will depend on your individual circumstances and our assessment of your SFS.

Where we are unable to agree an alternative repayment arrangement with you, and depending on your individual circumstances, there are  other options that may be available to you. The availability of any one of these options depends on an individual assessment of your case and meeting appropriate qualifying conditions (ours or a third party’s).

How we can help you Make a payment to your mortgage account
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