Worried about Repayments FAQs

Worried about Repayments

I am worried I am not going to be able to make a repayment

If you don’t think you can make a repayment, please call us immediately on 0818 251 008 and talk to us. We have helped lots of customers like you with their repayments.
I had a letter from you saying I was in arrears. What does arrears mean?

Arrears happen where you do not make a full mortgage repayment or only make a partial mortgage repayment as you agreed in your contract, on time.
How do you tell me if I miss a repayment?

If you miss a mortgage repayment your mortgage will go into arrears. We will contact you by letter, phone or text to inform you of this. You can make a mortgage repayment any time day or night by using out automated phone service by following the instructions at 0818 251 008.
I can’t afford a financial advisor, where can I get advice?

There are free and independent support services that can assist you. See here.
What is the MARP process?
This process is part of our commitment under the Central Bank of Ireland Code of Conduct on Mortgage Arrears (CCMA).

MARP is a standard process which all banks operating in Ireland follow to support customers with mortgage arrears and the aim is to support the customer to resolve the arrears.

You may need to go through MARP if:
- You have missed any repayments on your mortgage
- Your financial circumstances have changed (or you expect them to change in the coming weeks or months)
- Your ability to make your current repayments is or will be adversely affected
Talk to us as soon as possible if you need to go through MARP.
What other ways can you help with my mortgage payments?

Change your mortgage type - There are different types of mortgages. Whether you are finishing a fixed rate term or are on a standard variable rate, weigh up the options and select the type of mortgage that suits you best.

See our interest rates Mortgage Interest Rates Ireland, Fixed Rate and Variable Rate Mortgages | AIB

Loan to Value (LTV) band movement - You may have the option to move to a lower LTV band as the loan to value on your PDH mortgage reduces. LTV band movement (aib.ie) A PDH mortgage is what we call a mortgage for a house you intend to live in in the Republic of Ireland.

Check out useful tips on budgeting and cost of living at Cost of Living Support Centre (aib.ie)

Mortgage Payment Protection Insurance - Mortgage Payment Protection covers you against accident or sickness and involuntary unemployment including business failure if you are self employed. If you took out a Payment Protection Insurance Policy you may want to make a claim on your policy. To register a claim, or for more details please contact your Mortgage Payment Protection Provider.

Missed a Repayment

I have already missed a repayment what can I do?

Please call us immediately with a debit card to make the repayment . We have a range of options for helping you make your repayments.

If you are finding it hard to pay your mortgage, please visit https://aib.ie/worried-about-payments.
It says my mortgage is a secured loan, does this mean I could lose my home if I don’t pay?

A secured mortgage is where money is borrowed against your home. So if you miss repayments on your mortgage then your home could be at risk. We will work with you through the MARP process to prevent or avoid this happening.
What if I have other loan repayments as well as my mortgage repayments?

Your mortgage is a long-term loan to buy a property, like your home. So, if you miss repayments on your mortgage then your home could be at risk.

Please talk to the providers of your other loan repayments with a view to prioritising your mortgage repayments.
How does missing repayments affect my credit rating?

If you have missed any repayments you may have trouble getting another loan in future. When you miss repayments on your loan we report this to the Central Credit Register (CCR). They hold information about you and your loans on an individual credit report. If you apply for another loan, the lender will use the CCR report to assess your application.
Are there other ways I can make a repayment?

Calling us on 0818 251 008 is normally the quickest and easiest way to make repayments, but you can also make a repayment using internet banking, or pay in a branch.
I have missed a repayment. Can I pay a bit more every month to clear what I owe?

If you have missed a repayment we can assess your circumstances and find an arrangement that suits your needs. In some cases, there is an arrangement for customers with small arrears to make extra repayments on top of their normal monthly repayments. This is called the Capital Interest Plus Arrangement (CIPA). This means you would pay your normal monthly repayment plus an extra amount agreed with us.
Can I pay by credit card?

We cannot take a repayment from a credit card. You can pay over the phone by using a debit card.
I can afford my mortgage repayment but want a flexible payment option.

If you can afford to pay your mortgage but feel you need to take a break from repayments for a while, to cover maternity leave for example, we’ll look at that for you. Talk to us at your local branch, online at Flexible payment options and over the phone at 0818 251 008.

If you are considering a repayment break because you are finding it hard to pay your mortgage, please visit to https://aib.ie/worried-about-payments
Can I change the repayment date for my mortgage account?

You can change the date on which your mortgage is paid by completing the customer information and section 1 on the Mortgage Amendment form

Support

I want to receive correspondence from you about my mortgage, but I live at a different address to where you send it.

We send letters and statements about your mortgage to the address you gave us for the mortgage account. If you want us to also send these to a different address, we can arrange that for you.

We will need to confirm that address first for security reasons. Please contact us on 0818 251 008 and we can tell you what information we need to confirm your address.
What happens when I call?

When you call us, we will ask you a few questions to make sure you are the authorised account holder. After that one of our experts will take up your enquiry and ask you any questions we need to make sure we get it right. After that we will talk through the next steps with you.
Can someone else contact you about my repayments?

You can request in writing if you want to have an authorised person talk to us about your mortgage. This request needs to be signed by all loan account holders. We can’t talk to anyone other than the authorised person about your account. This third party advisor is most often a financial advisor. You can call us on 0818 251 008 to discuss further
I have received a letter from your solicitors about missed mortgage repayments?

Now is the time to make a plan.

If you have received a letter from our solicitor, it’s clear that your mortgage problem has become very serious.

We understand that sometimes legal language can be quite technical, so it may help to contact people who can offer advice and support. Have a look here for some of the independent support services that can give you advice or read more here. Alternatively, you can contact your own solicitor.

If you’re not able to make your mortgage repayment you can do something to solve this problem.

If you call us, we will explain clearly what is happening and what you can do next. Our number is 0818 251 008.

If you have not already sent us an up-to-date Standard Financial Statement (SFS) please do it as soon as possible. We can only work out which arrangement we can offer you to solve your mortgage problem once we have your SFS and any other documents we ask you for.

A lot of customers told us that the form is quite long, so we have people ready to help you. When you call us we can help you through every step of the form. It takes on average just 44 minutes to fill out the SFS.

If you’d like help with the SFS, just call us. You can book an appointment by calling 0818 251 008.
If I am not happy how can I make a complaint?
You can make a complaint if you are unhappy about our service, our products or how we dealt with you through the MARP. There is no time limit, even if the problem happened a long time ago you can still bring it to our attention.

How do I make a complaint?
- Talk to us on 0818 251 008.
- Write to us at AIB Arrears Support Unit, 10 Molesworth Street, Dublin 2, D02 R126.
- Visit, call, or write to your local AIB branch.
- Use our online complaint form which you can find at AIB Help & Guidance Make a Complaint

Filling in the forms

What forms do I need to fill in to help me with my repayments?

If you are finding it hard to pay your mortgage and you want us to review your mortgage repayments, please fill in a Standard Financial Statement (SFS)  here.

If you can afford to pay your mortgage but feel you need to take a break from repayments for a while, to cover maternity leave for example, talk to us at your local branch, go online at Flexible payment options or over the phone at 0818 251 008.
How long does it take to do a Standard Financial Statement over the phone?

Generally, for a single mortgage holder, it can take up to 44 minutes. However, many of our customers find it quicker than this. After the call, you will still need to attach all other required documents.
I can’t afford to pay anything so why do I need to fill out documents?

We have a range of solutions to suit most financial circumstances. To understand which solution might suits you best, we need you to provide us with some information.
What happens when I complete a SFS?

Once we receive a completed SFS and the supporting paperwork we review the application and will contact you if there is anything missing. When we have finished processing the application, we will then contact you with our decision.

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