Worried about payments – FAQ

You can change your details by completing our Change of Address Form that is available on our website www.havenmortgages.ie or sending us a written instruction. For more information on this, you can contact our Customer Support Team on 0818 565 500 or +353 1 665 8011. It is important you give us up to date information so we can tell you about important updates.

All correspondence should be sent to Haven Arrears Support Unit, 10 Molesworth Street, Dublin 2, D02 R126.

When you call us, we will need to ask you a few questions to make sure you are the authorised account holder. After that, one of our experts will listen carefully to your enquiry and ask you any questions we need to make sure we get it right. We will then talk you through the next steps for you.

We can only talk to someone you have authorised to talk to us by requesting this in writing and signed by all loan account holders. If we do not have this signed written instruction, then we can’t talk to anyone else about your account. This third-party advisor can be a friend or relative, but is most often a financial advisor. You can call us on 0818 280 280 to discuss further.

Arrears is the money you owe because you did not make a repayment on time.

If you miss a mortgage repayment, your loan will go into arrears. We will contact you by letter, phone or text to tell you about your options.

If you want us to review your mortgage repayments, you will need to fill in a Standard Financial Statement (SFS) here.

Generally, for a single mortgage holder, it can take up to 44 minutes. However, many of our customers find it quicker than this.

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. All this information is in a simple form, phone or text to tell you about your options.

Once we receive a completed SFS and 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 final decision.

If you have missed any mortgage repayments this may affect whether you get approval for more credit. When you miss repayments on your mortgage this is reported to the Central Credit Register (CCR).  They hold information about you and any loans you hold on an individual credit report. If you apply for any additional loans, the lender will use the CCR  report to assess your application. You can apply online for a copy of your credit report at Central Credit Register

There are a number of free and independent support services that can assist you. More information can be obtained here

MARP (Mortgage Arrears Resolution Process) is a system devised by the Central Bank of Ireland outlining how your lender must treat you if you are in mortgage arrears or facing arrears.

It has four components:

1. Communication - Sets out how we have to communicate with you.
2. Financial Information - You complete a Standard Financial Statement (SFS) telling us your financial information.
3. Assessment - We assess your case and decide whether to offer you an alternative payment arrangement on your mortgage.
4. Resolution - We either offer you a payment arrangement or if we do not, we must explain the reasons why. You can appeal this decision to an AIB Group Appeals Board, and if you are still not satisfied you refer a complaint to the Financial Services and Pensions Ombudsman.