Mortgage Redress Programme

As a result of an investigation by the Central Bank of Ireland into the failure in respect of the management of certain mortgage accounts, we have put a Mortgage Redress Programme (MRP) in place. This programme will address the position of certain mortgage customers who may have lost a contractual right to move to a tracker rate mortgage.

All impacted customers will receive a comprehensive information pack in the coming weeks. This pack will explain how the failure occurred, how it impacted their mortgage and how we are addressing the issue.

If you have received your letter and want to talk to us about this issue, contact our dedicated team on: Freephone 1800 855 830 (or +353 1 215 1343 if calling from abroad) Monday to Friday 9am - 5pm.

Customer Guide

If you want to know more about this failure our comprehensive Customer Guide outlines what happened and how we are addressing the failure. Read the guide here (pdf, 100KB).


Download our FAQs (pdf, 90KB) with answers to common questions about the Mortgage Redress Programme.

Group Chief Executive, Jeremy Masding talks about the Group’s regret at the failure that has led to the Mortgage Redress Programme.

This video outlines how the failure that led to the Mortgage Redress Programme occurred and how it has impacted on certain customers.

This video explains how the Mortgage Redress Programme Team recalculated the customer’s mortgage account on the basis that they chose the tracker interest rate at the relevant maturity date.

What customers were impacted and what customers were not. This video explains how the Mortgage Redress Programme identified impacted customers.

Explaining the letter received by customers from the Mortgage Redress Programme and the key actions that customers should take next.

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