Not co-operating borrowers

What does ‘not co-operating’ mean? 

Under the Mortgage Arrears Resolution Process (MARP), part of the Central Bank of Ireland's Conduct Requirements - Mortgage Arrears covered under Part 3, Chapter 9 of the Consumer Protection Code (CPC 2025), you may be classified as ‘not co-operating’ if you do not work with us in a positive, honest and meaningful way to deal with your arrears.

This can have serious consequences, including:  

• Loss of protection: You will no longer be protected under the Mortgage Arrears Resolution Process (MARP).
• Immediate legal action: Legal action may be taken immediately. Where legal proceedings have begun, you will be responsible for legal costs. If legal action is necessary, you will remain liable for any outstanding debt regardless of how the property is repossessed and sold. The outstanding debt will include any accrued interest and charges, plus legal selling and any other related costs.
• Personal insolvency impact: Your eligibility for a Personal Insolvency Arrangement may be affected. Learn more about insolvency.
• Additional charges: Charges and/or surcharge interest may apply to your arrears. For example, €10 may be charged for unpaid direct debits if you don’t co-operate under MARP.

More important information on legal costs and repossession. 

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How to be classified as a ‘not co-operating’ borrower

You can be classified as not co-operating under the Central Bank of Ireland's Conduct Requirements - Mortgage Arrears covered under Part 3, Chapter 9 of the Consumer Protection Code (CPC 2025) if any of the following apply to your particular case:

• You do not make a full and honest disclosure of all relevant information that would have a significant impact on your financial situation OR
• You do not provide information we require to assess your situation within the timelines we specify OR
• For a period of 3 months: You have not communicated or engaged with us in a way that enables us to complete an assessment of your circumstances, and 

You have either failed to meet your mortgage repayments in full (per your original contract or the terms of an alternative repayment arrangement) or your account has been in arrears.

If we think you are not co-operating, we will issue a warning letter to you in accordance with Regulation 249 of the Code. This letter will outline what specific actions are required for you to avoid being classified as not co-operating. We can classify you as not co-operating where you fail to carry out the actions specified in that letter within 20 working days of the date of the letter.

Learn more about the Conduct Requirements - Mortgage Arrears covered under Part 3, Chapter 9 of the Consumer Protection Code (CPC 2025).

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How to stay in contact with us

Communicating with us is the best way to avoid being classified as a ‘not co-operating’ borrower. If you do not fully engage with us, you could be classified as ‘not co-operating’, which is something we want to help you avoid. Please talk to us as soon as possible if you are experiencing any financial difficulties. 

We're here to help you navigate these challenging times and find the best path forward. If you take the initiative to communicate with us, it can make a big difference. Here's how you can stay in touch: 

• By phone: Call our dedicated team on 1800 855 010 or 021 601 3800 (from abroad). Lines are open Monday to Friday, 9am to 5:15pm (excluding public holidays).
• In person: Make an appointment at a PTSB branch by calling Open24 on 0818 50 24 24 or +353 1 212 4101 (from abroad). Our trained staff can assist you if you're having difficulties repaying your mortgage.

Read more information about Mortgage Repayment Support.

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How to make a payment on your mortgage

To arrange a payment due on your mortgage, you can:

• Call us: 1800 855 010 or +353 21 601 3800 (from abroad). Lines are open from Monday to Friday, 9am to 5:15pm (excluding public holidays).
• Visit a PTSB branch: Our dedicated team can help you make a payment.

Make a payment to your Mortgage

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