Help and Support FAQs

• Who should I contact about my Mortgage?
• I am in financial difficulty, who should I talk to?
• I require additional supports, can permanent tsb help me?
• How do I make a complaint about my Mortgage?
• I have an existing complaint about my Mortgage with Ulster Bank. How will it be resolved?
• I have a nominated Authorised Third Party on my loan to act on my behalf with Ulster bank. Has this authority been transferred to permanent tsb?
• Will I be entitled to the 2% cashback at drawdown offer after my Mortgage transfers?

Who should I contact about my Mortgage?

If you have any questions about your Mortgage, you can contact the Mortgage Operations Department on 0818 200 120 or 061 232 717, Monday to Friday, 9am to 5pm (excluding Bank Holidays) or write to Mortgage Operations Department, PO Box 13505, Shannon, Co. Clare.

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I am in financial difficulty, who should I talk to?

permanent tsb is now your new Mortgage lender, so any support you need regarding financial difficulty should be directed to our Arrears Support Unit. We are committed to assisting you with meeting your Mortgage payments. If you are experiencing or anticipating financial difficulties or arrears, please contact us to discuss your loan on the following contact details.
Telephone: 0818 200 120 or 061 232 717. Open Monday to Friday 8:45am to 6pm (excluding Bank Holidays).
Postal Address: Arrears Support Unit, PO Box 13505, Shannon, Co. Clare.

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I require additional supports, can permanent tsb help me?

We want to assure our customers that regardless of your circumstances, your financial wellbeing is our utmost priority. As your loan has now moved to permanent tsb, you or someone you have nominated as a third party might want to talk to us about any additional care or support you will require. Find out more about our Enhanced Customer Support here.

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How do I make a complaint about my Mortgage?

Should you wish to make a complaint simply:

1. Contact your local Branch or the area concerned or,
2. Contact our Mortgage Operations Department in writing at, Mortgage Operations Department, PO Box 13505, Shannon, Co Clare or by phoning 0818 200 120 or 061 232 717 or,
3. Contact our Customer Resolution Centre in writing at, permanent tsb, Churchyard Lane, Douglas, Cork or by phoning 0818 818 700, or by completing and submitting an online complaint form available on permanenttsb.ie/online-complaint-form

If you have an unresolved complaint with Ulster Bank or an open FSPO complaint at or after the transfer date the handling and resolution if this will remain with Ulster Bank. These queries should be directed to Ulster Bank on 1800 200 162 or on +353 1 709 2042 if calling from abroad.

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I have an existing complaint about my Mortgage with Ulster Bank. How will it be resolved?

If you have an unresolved complaint with Ulster Bank, or an open FSPO complaint on or after the transfer date, the handling and resolution of this complaint will remain with Ulster Bank. Ulster Bank will be in touch with you to follow-up on this complaint. Please note permanent tsb cannot resolve and discuss any open complaints or FSPO cases you have with Ulster Bank, so any queries should be directed to Ulster Bank on 1800 200 162 or on +353 1 709 2042 if calling from abroad.

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I have a nominated Authorised Third Party on my loan to act on my behalf with Ulster bank. Has this authority been transferred to permanent tsb?

If you had an Authorised Third Party nominated on your loan to act on your behalf, please note Ulster Bank cannot transfer this arrangement to permanent tsb. If you require an Authorised Third Party to act on your behalf with permanent tsb, our team can assist you with setting up this nomination. Please complete and return a Third Party Authorisation Form to permanent tsb. The form can be sent to you on request by calling us on 0818 200 120 or 061 232 717 open 9am to 5pm Monday to Friday (excluding Bank Holidays).

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Will I be entitled to the 2% cashback at drawdown offer after my Mortgage transfers?

If you are a former Ulster Bank Mortgage customer and your Mortgage account has transferred to permanent tsb, you will not be entitled to the 2% cashback at drawdown offer as a consequence of the transfer of your Mortgage.

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Loan Application in Progress

I am in the process of drawing down a new non-tracker Mortgage. Will my new Mortgage transfer to permanent tsb?

If you have not received notice from Ulster Bank that your Mortgage is transferring to permanent tsb, then it is not transferring at this time. Ulster Bank will engage with you directly in relation to any further transfer of your Mortgage.  

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