If your mortgage account was affected we will write to you.
Tracker Mortgage Examination
Haven is conducting a comprehensive review of customer mortgage accounts with regard to certain types of interest rates such as trackers. The review is part of an industry wide investigation, required by the Central Bank of Ireland.
The review has found that we fell short on our obligations to some customers. This resulted in these customers being charged too high a rate of interest on their mortgage accounts.
We are taking certain steps to correct our failure depending on the individual customer’s circumstances, which include:
- Writing to all customers who were affected.
- Where necessary, correcting the interest rate and reducing the mortgage balance.
- Refunding customers who made overpayments and providing compensation.
- Providing a payment towards the cost of independent professional advice.
- Providing all customers who were affected with details of the independent appeals process.
These steps are in line with the principles outlined by the Central Bank and key aspects of our work are being reviewed by an independent third party, KPMG.
Our priority is to put things right for our customers who have been affected. If customers have any queries, they can call our dedicated helpline team on 1800 565 500 Monday to Friday between 8am and 7pm.
Review of Tracker Mortgages - FAQ
What if I have a question about the letter I received?
We have a team of staff who are available to help you. Please ring our Helpline team using the contact details contained in your letter.
I am appointing a Third Party Advisor to assist me. Can I give you permission to deal with this advisor on my behalf?Yes. You will need to confirm in writing (through the approved “Third Party Advisor” form) that we can liaise with the Advisor in relation to the Tracker Mortgage Review. You can find this form here or you can contact our helpline team to request it.
I received a letter.What can I do with my cheque?You can lodge your cheque. Lodging it will not affect your right to make an appeal, to make a complaint to the Financial Services and Pensions Ombudsman or pursue this matter through the Courts. You are not required to apply any of your payment against your mortgage account.Why did I receive a payment instruction form instead of a cheque?A payment instruction form is most frequently issued where there are multiple parties to a loan living at different addresses. We need you to complete this form so that we know how you would like us to split your payment.Personal representatives of deceased borrowersWhere we were aware of the personal representative of a deceased borrower, we also sent them a letter along with a payment instruction form. Click here for more about the identification documents that personal representatives need to provide to us before the cheque will issue to them.
Do I have the right to appeal the redress and compensation?Yes, you have the right to appeal the actions we have taken to correct our failure. You should submit your appeal within 12 months of the date on the letter in which we provided full details of the redress and compensation payment.What can I appeal?You can appeal any aspect of redress and compensation within 12 months of the date on your letter in which we provided full details on the payment. Our decisions on the level of redress and compensation were based on the information available to us in our review of your account. As part of the appeals process you can include any additional material financial information which you would like to have considered.Who will hear my appeal?All appeals are heard by a fully independent appeals panel in accordance with the Terms of Reference and Procedural Rules of the appeals panel.For more details on the panel membership click here.How do I begin an appeal?Customers who received a letter providing detailed calculations of their redress and compensation payment can request an appeal application pack. To request this pack, please contact the helpline number provided in your letter. The pack will give you more details about the overall appeals process. Customers who decide to appeal will need to complete the appeal application pack and return it (together with any supporting documents relevant to their appeal) to the address set out in the form.
What if I did not receive a letter?
If you did not receive a letter from us and have reason to believe your account was affected, or if you have a question, please call our helpline team on 1800 565 500 who are available Monday to Friday between 8am and 7pm, or write to us at Haven Tracker Mortgage Review, 10 Molesworth Street, Dublin 2, D02 R126.