Welcome to PTSB | What will happen next? | Mortgage Loan FAQs | Important actions you may need to take | Useful Contact Details | Enhanced Customer Support | Moving your everyday banking to PTSB
As part of the Ulster Bank transaction, PTSB have acquired certain Fixed and Variable Rate Mortgage Loans as part of a binding agreement. By now, you will have received written communication from Ulster Bank, informing you of the transfer of the legal ownership of your Mortgage Loan to PTSB.
If you have yet to receive any communication from Ulster Bank directly; please contact their Closures Team on 0818 210 260 or +353 1 8047475 if calling from abroad.
We are delighted to welcome you as a new Mortgage Loan customer to PTSB and we are here to support you in whatever way we can. This page will help guide you with useful contact details, some key information you may need to take action on, additional supports available, helpful FAQ’s and details on other products and services that you might want to avail of.
In the coming weeks you will receive a letter and booklet from us confirming your Fixed or Variable Rate Mortgage Loan transfer to PTSB. This letter will include important information about your rates and your new Account Number(s) which will help you manage your Mortgage Loan with us.
We have compiled some frequently asked questions that will help you get more informed about what it means to be a PTSB Mortgage Loan customer.
The next few weeks will be an important time for you as you familiarise yourself with PTSB and we’ve summarised below some key information for you as you move forward with us.
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Activity |
What action do you need to take |
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Repayments by Direct Debit |
If you pay your loan by direct debit and are currently in the process of closing the Current Account from which your loan is paid; you do need to update your direct debit. You can start this process by completing the direct debit mandate form labelled “Direct Debit Form for Former Ulster Bank Mortgage Customers” which can be downloaded here. This form can also be used if you are not already making repayments by direct debit and would now like to set one up. |
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Repayments by Standing Order |
If you pay your loan by standing order, you do need to amend or cancel the existing standing order and set up a new standing order for each Mortgage Loan Account Number you have. If you had sub-accounts with Ulster Bank, these will now be assigned individual Account Numbers. This means that each individual assigned Account Number will require a separate standing order to be set up for the monthly payment amount. For details on how to take action, check out our FAQ on making repayments by standing order. |
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Repayments by Electronic Funds Transfer (EFT) |
If you pay your loan through EFT, you do need to amend the payee details on your online banking so payments are paid into your Mortgage account. If you had sub-accounts with Ulster Bank, these will now be assigned individual Account Numbers. For details on how to take action, check out our FAQ on making repayments through Electronic Funds Transfer. |
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Life Assurance |
With regards to your Life Assurance policy, depending on your policy you may need to take action to ensure your Life Assurance arrangements are in order. For further details and supports available to you, check out our FAQ on Life Assurance. |
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Open24 Online Banking |
If you are already registered for Open24 and your loan has transferred from Ulster Bank, you should now be able to view your loan in your Open24 Online Banking profile. If you are having trouble, you can contact our Open24 help desk on the contact numbers below. If you are not registered for Open24 Online Banking as a PTSB customer and want to find out more about Open24, please call our Open24 help desk on the contact number below. |
To contact us about specific services relating to your Mortgage Loan with PTSB please use the contact details below.
If you have an unresolved complaint with Ulster Bank on or after the transfer date, these will remain with Ulster Bank who will be in touch with you to follow-up on your complaint. You can contact Ulster Bank directly on 1800 200 162 or on +353 1 709 2042 if calling from abroad.
If you need to raise a new complaint relating to the products or processes of PTSB, please contact our Mortgage Operations Department on 0818 200 120 or on +353 61 232 717 if calling from abroad. Alternatively, you can complete and submit an online complaints form.
Mortgage Operations Department
Arrears Support Unit
Dedicated Bereavement Service Team
Change of contact details or circumstances
Postal: All Loan related postal communications should be sent to Mortgage Operations Department, PO Box 13505, Shannon, Co. Clare.
For Open24 Online Banking queries please call our Open24 help desk on 0818 50 24 24 or +353 1 212 4101. Lines are open Monday to Friday (excluding public holidays) 9am-5pm and 10am-2pm Saturday and Sunday.
We know that over the course of our lives our needs and circumstances will change and as such we understand that various customers may require additional support. We want to assure our customers that regardless of your circumstances your financial wellbeing is our utmost priority.
As your Mortgage Loan has now moved to PTSB, you or the person you have nominated as your Authorised Third Party, might want to talk to us about any additional care or support you will require.
For more information on the support we can offer, please visit our Enhanced Customer Support page.
Your Ulster Bank transactional accounts i.e. your current, savings, deposit, and credit card accounts, have not transferred over to us with your Mortgage Loan so you may be looking to open new banking facilities with us.
We offer a wide range of everyday banking products and services, designed with you in mind to get the most out of your accounts and make your daily life that little bit easier. Our award-winning Explore Account, a Digital Current Account, is now available to open in minutes in our mobile banking app. With benefits like:
If you’re thinking of creating more space for the kids, changing your car, or making the home office of your dreams; we have a wide range of lending options to suit your needs too.
Your next move matters. So find out how to move the rest of your accounts to PTSB.
Lending Criteria, Terms & Conditions will apply. Permanent TSB p.l.c. is regulated by the Central Bank of Ireland
Warning: If you do not meet the repayments on your loan, your account will go into arrears. This may affect your credit rating, which may limit your ability to access credit, a hire-purchase, a consumer-hire agreement or a BNPL agreement in the future.
See our Terms & Conditions and our Personal & Business Banking Charges for more information. Available to personal customers over 18. eStatements only.
You can access your eStatements anytime and anywhere online through Open24 or in-app on a registered device for a period of 24 months from the statement issue date. We recommend you download and save your eStatements to your password protected personal device to ensure future ease of access. You must be using version 8.2 on IOS or 8.1 on Android to avail of this feature.
You can keep track of your 5c cashback total during the month on Open24 Online Banking and your total will be credited to your Explore Account at the start of each month. Please note, that pending transactions must be processed by the Merchant before qualifying for 5c back as you pay and this may affect your monthly Rewards Total.
Your Cashback on Bills will be credited to your Explore Account at the start of each month and you can keep track of this on Open24 Online Banking
Warning: If you do not keep up your repayments you may lose your home.
Warning: The cost of your monthly repayments may increase.
Warning: You may have to pay charges if you pay off a fixed-rate loan early.
