Worried About Payments FAQs


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Worried about Payments

If you don’t think you can make a payment you should call us immediately on 0818 330 044 and talk to us.  We have helped lots of customers like you with their payments.

Arrears is the money you owe us because you didn’t make a payment on time.  For example, by the amount of the missed payment.  You may also have to pay additional charges.

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

There are a number of free and independent support services that can assist you. See 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:

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

Missed a Payment

You should call one of our experts immediately with a debit card to make a payment on 0818 330 044. We have a range of options for helping you make your payments.

A secured loan, like your mortgage, is where money is borrowed against an asset, like your home.  So if you miss payments on your mortgage then your home could be at risk.

If you have missed any payments this may affect whether you get approval for more credit. When you miss payments on your loan this is reported 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.

For payment options, click here.

Seeking Support

You can update your email address on EBS Banking Online. However changes to your surname or address can be done by calling into your local EBS Office with photographic Identification. It is important you give us the most up to date information so we can tell you about important updates.

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.  After that we will talk through the next steps with 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 330 044 to discuss further.

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