Not co-operating borrowers

What does ‘not co-operating’ mean? 

Under the Mortgage Arrears Resolution Process (MARP), which is part of the Central Bank of Ireland's Code of Conduct on Mortgage Arrears, 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 lose the protections given by 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: This may affect your eligibility for a Personal Insolvency Arrangement, aimed at people who cannot make repayments. Find out more at www.isi.gov.ie.
• Additional charges: Charges and/or surcharge interest may be imposed on any arrears on your Mortgage Account. For example, €10 may be charged to your account for unpaid direct debits, if you don’t co-operate with us under MARP.

Please read this 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 Code of Conduct on Mortgage Arrears (CCMA) 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 Provision 28 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 business days.

For more information, see the Central Bank of Irelands Code of Conduct on Mortgage Arrears (CCMA).

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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 +353 21 601 3800 (from abroad). Lines are open Monday to Friday, 9am to 5:15pm (excluding Bank 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.

You can also find useful information and resources in our Mortgage Repayment Support section.

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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 from 9am to 5:15pm (excluding Bank Holidays).
• Visit a PTSB branch: Our dedicated team can help you make a payment.

 Make a payment to your Mortgage

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