Tracker Mortgage Examination


permanent tsb has been conducting a review of tracker mortgage accounts as part of the Central Bank of Ireland led Examination of Tracker Mortgages in order to identify any instances where there was a failure in the administration or management of a mortgage account. The aim is to ensure relevant accounts are corrected and returned to the position they would be in had no failure occurred.

In the event that we identify any issues, we will contact impacted customers directly and work to resolve that issue. Therefore customers themselves do not need to take any action. Some customers may be contacted sooner than others, as we are committed to resolving any issues as promptly as possible rather than waiting until the overall review has concluded.

Below are answers to some frequently asked questions on this matter. Should you have any additional queries regarding this review you can also contact us, Monday to Friday 08.00 - 21.00 and on Saturday 10.00 - 14.00 on Freephone 1800 804 324 or +353 1 212 4867.

Frequently Asked Question (FAQ’s)

How many accounts are being examined?

The bank is currently reviewing mortgages drawn down between 1 January 2004 and 31 December 2015 to ensure the accounts have operated in accordance with their account terms and conditions as part of an industry wide review led by the Central Bank of Ireland. The review will consider among other things:

  1. Mortgage accounts that are currently or were previously on a tracker rate
  2. Accounts ever on a higher tracker margin
  3. Accounts that have a contractual condition to mature to a tracker rate
  4. Accounts that have a contractual right to be offered a tracker rate

If it identifies any accounts where there may be issues, it will examine those accounts and subsequently write to customers where there is an issue.

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How long will the review take? 

We will continue this review throughout 2017 in line with the industry wide examination of tracker mortgages. In parallel, the Central Bank of Ireland will conduct its own assurance review of our findings. 

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When will I know if I am in scope?

Where we identify any issue which impacts customers we will work to resolve that issue and contact customers as soon as we are able to provide further details. We will not wait until the overall review has concluded.

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I want to make sure my account is reviewed as part of this exercise?

This review is examining mortgage accounts drawn down between 1 January 2004 and 31 December 2015 to see if there are any accounts which may have been impacted. There is no need for customers to take any action.

If you have a specific concern about your own mortgage account, then please do raise this with us by calling Freephone 1800 804 324 or +353 1 212 4867.

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I think I’ve a problem with my mortgage what should I do? 

This review is examining mortgages drawn down between 1 January 2004 and 31 December 2015. Any customers that are impacted will be contacted directly by the bank.

If you have a general query or a specific concern about your own mortgage account, then please do raise this with us by calling Freephone 1800 804 324 or +353 1 212 4867.

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Will this examination apply to main residence only or to Buy to Let properties also?

The review includes both main residence and Buy to Let mortgage accounts.

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I want to make a complaint, who do I contact?

To make a complaint over the phone you can call Freephone 1800 804 324 or +353 1 212 4867.

If you wish to make a complaint in writing you can email Customerrelationsdepartment@permanenttsb.ie or by post to Customer Relations Department, permanent tsb, Churchyard Lane, Douglas, Cork.

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