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Need help with your mortgage repayments?

Financial difficulties can happen to anyone. If you have a mortgage on your home and you’re worried about falling behind with your repayments, we’re here to help.

If you have already missed a mortgage repayment or you’re concerned about future repayments, the best thing you can do is talk to us. We’ll work with you to help you get – and stay – on top of your mortgage repayments.

Your mortgage should be one of your highest priority debts, because your home may be put at risk if you do not keep up with repayments. If you have other debts, it is important that you contact the other lenders or service providers about restructuring those payments. Restructuring involves reorganising your loans and the repayments on those loans to help you manage your finances.

Do you have Payment Protection Insurance (PPI)?

If you have PPI to protect the repayments on your mortgage, you may want to contact the insurance company to make a claim. Your insurance provider can tell you how to make a claim.

The Mortgage Arrears Resolution Process (MARP)

The MARP describes the steps we follow for people who have fallen behind with their mortgage repayments or are concerned that they might miss repayments. It follows the mortgage arrears requirements in the Consumer Protection Code 2025. This is explained in more detail in the MARP booklet (PDF).

The MARP applies to a mortgage taken out on your primary residence, which is either the residential property you live in as your home, or the only residential property in Ireland that you own, even if you do not live in it.

The MARP action plan: Four steps

1

Talk to us

Call us on 0818 818 181. The sooner we hear from you, the sooner we can set to work on finding a solution.

2

Share your financial Information

You will need to complete the Standard Financial Statement (SFS). You can see the form, and useful information to help you fill it in, on the Financial Statement supports page.

3

We assess your financial situation

We use the information you give us to look for a way to help you avoid going into arrears or falling further behind.

4

We agree a resolution together

We will work out which options may be suitable for you in the long term, and let you know what we decide.

Important: Co-operation

It is important to co-operate with us in finding ways to deal with your arrears. If you are classified as 'not co-operating', you will no longer be protected by the MARP and we may have no option except to progress with legal proceedings. This is explained in more detail in our MARP booklet (PDF).

Useful Information

1. Essential documents and forms

  • Information booklet: Download our MARP booklet (PDF), which outlines the process we use when dealing with customers in financial difficulties.

  • Standard Financial Statement (SFS): You can download the SFS form (PDF) here to complete it by hand. Alternatively, you can complete it online in MyPepper.
  • SFS Completion Guide: You can use the Guide to Completing a Standard Financial Statement from the Central Bank’s Consumer Hub. This guide provides step-by-step instructions to help you provide the most accurate information.

2. Fees and charges

  • Legal proceedings: Where we begin legal proceedings for repossession of your property we are allowed to recover from you all the expenses that this involves. An estimated cost to you of such legal proceedings is between €10,000 and €15,000 and may be more depending on the circumstances.

  • Mortgage account statement: To find out your total mortgage balance or request a statement, you can contact us on 0818 818 181 or if you are registered, you can view your past 12  months' transactions on MyPepper.

3. Independent advice and debt solutions

  • Insolvency Service of Ireland (ISI): For information on debt solutions, including Personal Insolvency Arrangements (PIAs), visit the ISI website.

  • Reasonable living expenses: View the ISI guidance and calculator to help you maintain a reasonable standard of living while dealing with debt.
  • View the ISI guidance and calculator to help you maintain a reasonable standard of living while dealing with debt.
  • MABS (Money Advice and Budgeting Service): A national, independent, and confidential service for people in financial difficulty. Call the MABS Helpline on 0818 07 2000.
  • Central Credit Register (CCR): You can request a free report providing information on any outstanding loans you have from the CCR website.

4. Talk to us – or meet with us

  • Contact our team: Our Arrears Support Unit is available at 0818 818 181 to help you complete your financial statement or discuss your options.

  • Meetings: We can arrange for a member of our team to arrange an in-person meeting at:
    o    Our Shannon office 
    o    Online, or 
    o    Your home or another suitable location. 
    Visit our Personal visits (Primary residence) page for more information and to register your request.

Need more information?

You can find more details in our FAQs for customers in financial difficulties – Primary residence.