Not co-operating borrowers

What does "not co-operating" mean? 

Being classified as a "not co-operating" borrower means that you have not engaged with us regarding your financial situation. This can lead to 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, it is important to be aware that regardless of how the property is repossessed and disposed of, you will remain liable for any outstanding debt, including any accrued interest, charges, legal, selling and other related costs.
• Personal insolvency impact: This may affect your eligibility for a Personal Insolvency Arrangement in accordance with the Personal Insolvency Act 2012.
• Additional charges: Charges and/or surcharge interest may be imposed on any arrears that arise on your mortgage account. For instance, a charge of €10 may be applied to your account for unpaid Direct Debits, if you don’t co-operate with the Bank under the Mortgage Arrears Resolution Process (MARP). More information on legal costs and repossession. 

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:

1. You fail to make a full and honest disclosure of information to the Bank that would have a significant impact on your financial situation.
2. You fail to provide information relevant to your financial situation within specified timelines.
3. A three-month period goes by where: 
   1. (i) You have not entered into an alternative repayment arrangement, and during that time you have either.
   2. Failed to meet your mortgage repayments in full in accordance with the mortgage contract; or;
      1. Met your mortgage repayments in full in accordance with the mortgage contract but continue to have an arrears balance on the mortgage; or;
      2. (ii). Where you have entered into an alternative repayment arrangement, and failed to fully meet repayments as specified in the terms of the alternative repayment arrangement.

And in (i) or (ii) above, you have either:

• Failed to make contact with, or respond to any communications from the Bank or a third party acting for the Bank; or
• Made contact with, or responded to communications from, the Bank or a third party acting for the Bank, but have not engaged in a way that enables the Bank to complete an assessment of your circumstances; and
• A warning letter has been issued to you and you have not carried out the action(s) specified in that letter.

See the Central Bank of Irelands Code of Conduct on Mortgage Arrears for more information.

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How to stay in contact with us

Communication is key to avoiding classification as a not co-operating borrower. Failing to fully engage with us could result in being classified as not co-operating, which is something we want to help you avoid. Please reach out 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. Your proactive communication can make a significant difference. Here's how you can stay in touch: 

• Phone: Call our dedicated team on 1800 855 010 or 021 601 3800. Lines are open Monday to Friday, 8.45am to 6pm (excluding bank holidays).
• In-person: Visit any PTSB branch where our trained staff can assist you if you're having difficulties repaying your mortgage.

Visit our Mortgage Arrears section for useful information and resources for customers experiencing difficulties repaying their mortgage.

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 1 601 3800  (from abroad). Lines are open from Monday to Friday from 8.45am to 6pm (excluding Bank Holidays).
• Visit your local branch: Our dedicated team can help you make a payment, and discuss your repayment options.

 Make a payment to your mortgage account