A helpful guide to our Mortgage Arrears Resolution Process - Bank of Scotland plc Customer Guide
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A helpful guide
to our Mortgage
Arrears Resolution
Process
Bank of Scotland plc Customer GuideWe can help
At Bank of Scotland plc we understand how the pressures within the current economic climate may have the potential to
present real challenges to customers’ financial circumstances. We also appreciate that added pressure on your financial
situation could then result in you experiencing difficulty in keeping up with mortgage repayments.
If you are currently having difficulties paying your mortgage, or are concerned that you may experience financial difficulties
in the future, then we may be able to help you. The information provided in this booklet will provide you with some options to
consider and the steps you need to take to seek further help.
To meet our obligations under the Central Bank of Ireland’s Code of Conduct on Mortgage Arrears, (the “Code”), we
have in place a four step Mortgage Arrears Resolution Process (“MARP”) to help customers in mortgage arrears or those at
risk of going into arrears in the future. These four steps are:
1. Communication with you
2. Understanding your financial situation
3. Assessing your situation
4. Reaching a resolution
As part of the Code, we will apply our MARP to your mortgage loan which is secured by your primary residence in the Republic
of Ireland. To be clear, your primary residence qualifies as either:
• the residential property you occupy as your primary residence; or
• a residential property which is the only residential property owned by you in the Republic of Ireland.1
1
Full details of the Code can be found on the Central Bank of Ireland’s website (www.centralbank.ie).
We can support
Bank of Scotland plc has appointed Certus to provide customer support and services for the management of our business in
the Republic of Ireland and Northern Ireland.
Certus has an experienced and dedicated team who work closely with any mortgage customers who are either experiencing,
or are anticipating future difficulties in making their mortgage payments - this is the Certus Collections Team or your Certus
Relationship Manager. Certus will liaise between us and you to make sure that our MARP is followed and that the best
outcome possible is reached. Please refer to the ‘Useful Contacts’ section of this booklet for more information.
We want to assure you that we are fully committed to supporting you. We want to make sure that the level of written and verbal
communication that you receive is proportionate and reasonable and that we are treating all of our customers fairly. We will
always take your specific circumstances into consideration, giving you sufficient time to complete any actions agreed between
us. We are always happy to help and support you where we can throughout the process.
Please note that Certus has no authority to bind, commit or conclude contractual arrangements on behalf of Bank of Scotland
plc but simply provides customer support and administration services to Bank of Scotland plc and its business in the Republic
of Ireland and Northern Ireland.
How our Mortgage Arrears Resolution Process (MARP) works
The four steps:
1. Communication with you
Talk to us – don’t ignore the problem
Addressing or realising there is a problem is one of the most important steps towards reaching a solution. You should
contact Certus as soon as you realise you are in, or at risk of falling into, financial difficulties. Once you make contact we can
immediately start working with you to reach a solution. We would like to agree a solution with you before you encounter any
1further difficulties or your situation worsens. Please refer to the ‘Useful Contacts’ section of this booklet for contact details.
2. Understanding your financial situation – the Standard Financial Statement
Understanding your finances
The first step to resolving your financial difficulties is understanding your finances. When you contact Certus to tell them that
you are either in financial difficulty or in danger of getting into financial difficulty, or when Certus contacts you in relation to
your arrears situation, you will be asked to complete a Standard Financial Statement (we have provided a copy of the Standard
Financial Statement at the back of this booklet). Certus can help you to complete this form. Please refer to the ‘Useful
Contacts’ section of this booklet for contact details.
It is important to fill out the Standard Financial Statement accurately, honestly and fully and provide any documentation
requested to allow us to fully assess your situation. Standard Financial Statements should be completed and returned to
Certus should you need it. Please refer to the ‘Useful Contacts’ section of this booklet.
Please note: Incomplete statements may be returned to you and this may delay the process.
You may also be asked to provide additional documentation to support the information you have provided, e.g. bank statements.
You may wish to obtain independent advice to help you with completing forms such as the Standard Financial Statement. E.g.
advice may be available from the Money Advice and Budgeting Service
The Central Bank of Ireland has also published a guide to completing the Standard Financial Statement. This guide can be
found on its website at www.centralbank.ie.
3. Assessing your situation
Financial Assessment
Once you have completed and returned your requested documentation to Certus it will be passed to our Arrears Support Unit
who will use the information provided by you to assess your situation on its individual merits. The Arrears Support Unit will
carefully consider:
•• your personal circumstances
•• your financial circumstances - household income, expenditure and domestic budget
•• your overall personal debt
•• the information provided in the Standard Financial Statement
•• your current ability to make repayments
•• your previous repayment history
•• any other information that impacts the assessment i.e. illness, disability etc.
•• any proposal you have submitted
4. Reaching a resolution
Possible Outcome
We will do all we can to help. Our Arrears Support Unit will explore all available resolutions in an attempt to arrange a new
repayment plan with you. We will take into account both your interests and our responsibilities as the lender.
Alternative repayment arrangements are available, however, these vary from case to case and are subject to an assessment
of your individual circumstances where applicable or appropriate such as:
•• affordability
•• arrears on account
•• previous alternative repayment arrangements
•• maintenance of previous alternative repayment arrangements
•• ongoing sustainability of any alternative repayment arrangements offered by us
2We will decide which alternative repayment arrangement we believe is best suited to your individual circumstances, having
assessed all of the information provided.
We may decide that it is not possible to reach a resolution. If this happens we will write to you with the reasons for our decision.
If an alternative repayment arrangement is agreed, it is important that you keep to the terms of the arrangement. If there is
a change in your circumstances that may affect the arrangement, you should contact Certus immediately. The terms and
conditions of your mortgage will continue to apply, except to the extent they have been modified by the new alternative
repayment arrangement.
Please note:
An alternative repayment arrangement may be affordable to you in the short term but could be more expensive over the life of
the loan.
You are required to maintain your full contractual repayments until we have processed your request and informed you of our
decision.
Alternative repayment arrangements - explained
Interest Only Payments: This alternative repayment arrangement means that only the interest is repaid for a specific
agreed period of time. Paying interest only will result in a lower monthly repayment. No capital is repaid during the interest only
period. This may result in you paying additional interest on your account over the remaining term of the loan, as the monthly
instalment will be recalculated at the end of the interest only period and adjusted in line with your original terms and conditions.
Note: if the interest rate on your loan changes while this alternative repayment arrangement is in place, your repayment
amount will increase or decrease in line with the interest rate change.
Interest and Part Capital Payments: This alternative repayment arrangement means that you pay your full monthly
interest and a reduced amount of your capital for a specific agreed period of time. Your monthly repayments will be higher than
with an interest only payment, as you are paying both the interest and some of the capital of the loan. Any deferred amount
under the alternative repayment arrangement must be repaid over the remaining term of the mortgage. Note: if the interest
rate on your loan changes while this alternative repayment arrangement is in place, your repayment amount will increase or
decrease in line with the interest rate change.
Reduced Payments: This alternative repayment arrangement means that you pay a fixed monthly repayment which is less
than the monthly payments agreed in your original mortgage for a specified period of time. Any deferred amount under the
alternative repayment arrangement must be repaid over the remaining term of the mortgage. Note: this will result in higher
monthly instalments at the end of the specified period than previously paid.
Moratorium: A moratorium is a payment holiday where your monthly repayments are deferred for a specific agreed period
of time. Any deferred amount under the alternative repayment arrangement must be repaid over the remaining term of the
mortgage. Note: this may result in you paying additional interest on your account over the term of the loan.
Extension of the Mortgage Term: This alternative repayment arrangement allows you to extend the life of your mortgage
as a means of reducing your actual monthly repayments by spreading the amount owed over a longer period. Whilst this will
result in lower monthly repayments, it should be noted that interest will be charged over the extended period.
Capitalising the arrears and interest: This alternative repayment arrangement means that all outstanding mortgage
arrears can be added to the remaining principal balance and repaid over the mortgage term. Your monthly instalment will be
recalculated and adjusted in line with your original terms and conditions.
Changing the type of your Mortgage: This alternative repayment arrangement may be applicable if another type of
mortgage rate is better suited to your circumstances e.g. if you are currently on a variable rate mortgage and you change to a
fixed rate mortgage to ensure sustainable repayments over a period of time.
Once you have told us you are experiencing difficulties and have completed the required forms, we will contact you to advise
you what, if any, we believe is the most appropriate alternative repayment arrangement for you.
It is possible that we may not always be able to offer you an alternative repayment arrangement – this will depend on your
circumstances. If an alternative repayment arrangement is not offered by us, you may request that we consider one of the
following options:
Trade Down: If you are no longer able to meet existing mortgage repayments we may allow you to sell your existing property
and purchase a property of lower value, thereby reducing your mortgage repayments. Note that this option is only available
where you meet certain criteria.
Voluntary Sale: This is where we may allow you to sell your property and use the funds from the sale to reduce or clear your
remaining mortgage balance including your arrears.
3Voluntary Surrender: This is where we may allow you to move out of the property and we will sell the property on your
behalf. The funds from the sale will be used to reduce or clear your remaining mortgage balance including your arrears.
IMPORTANT INFORMATION
•• You will remain liable for any outstanding debt, interest and all associated costs if your property is sold and the sale proceeds
are less than the outstanding balance of the loan.
•• The availability of any resolution is subject to an assessment of your individual circumstances and meeting certain criteria.
•• Once a resolution is put in place, we will review this arrangement at your request or at intervals that are appropriate to your
arrangement.
•• We may require you to sign a confidentiality agreement as part of a resolution. We recommend that all borrowers and their
spouse or civil partner (where relevant) seek independent legal or financial advice prior to entering into a confidentiality,
settlement or alternative repayment agreement.
•• If an alternative repayment arrangement has been agreed you should ensure that your life assurance in place is sufficient
to cover your revised mortgage terms.
•• If you have a full term interest only mortgage agreement you should ensure that you have a suitable repayment plan in place
as the entire amount that you have borrowed will still be outstanding at the end of the mortgage term.
•• Data relating to your arrears will be shared with the Irish Credit Bureau or any other credit reference agency or credit register,
where permitted by contract or required by law.
‘Not co-operating’ – what this means
Under the Code you can be considered as ‘not co-operating’ when any of the following apply to your case:
1) a. You fail to make a full and honest disclosure of information to us that would have a significant impact on your financial
situation
OR
b. You fail to provide information, relevant to your financial situation, within the timeline specified by us.
OR
c. A three month period elapses:
i. (A) where you have not entered into an alternative repayment arrangement, and during which you:
i. have failed to meet your mortgage repayments in full or
ii. meet your mortgage repayments in full but have an arrears balance remaining on the mortgage;
OR
(B) have failed to meet the full repayments as specified in an alternative repayment arrangement,
AND
ii. (A) have failed to make contact with or responded to any communications from us or Certus,
OR
(B) have made contact with or responded to any communications from us or Certus but have not engaged in such
a way that enables us to complete an assessment of your circumstances.
And
2) you have not carried out the actions specified in the letter from Bank of Scotland plc, warning you that you may be
classified as not co-operating.
Implications of ‘not co-operating’:
The implications of not ‘co-operating’ under the Code include:
•• incurring charges and/or surcharge interest on arrears arising on your mortgage account
•• the start of legal proceedings for repossession of the property immediately after classifying you as not ‘co-operating’ and
•• an impact on your eligibility for a Personal Insolvency Arrangement in accordance with the eligibility criteria set out in the
Personal Insolvency Act 2012
If you are classified as ‘not co-operating’ you will fall outside of the MARP and the protections of the MARP will no longer apply.
4Your right to appeal
If you are unhappy with the decision of our Arrears Support Unit in relation to an alternative repayment arrangement, or with
being classified as ‘not co-operating’, you may submit an appeal in writing to our Appeals Board for an independent review.
Your appeal must be made to our Appeals Board within 21 business days of receiving notification of our decision.
The appeal should be addressed to the “Appeals Processing Unit” in Certus, who act as our liaison, at the following address:
Appeals Processing Unit, Certus, 124-127 St. Stephen’s Green, Dublin 2, Republic of Ireland.
If you have a Relationship Manager the appeal should be addressed for their attention followed by ‘(Wholesale)’ to the same
address.
Certus will acknowledge receipt of the appeal in writing on our behalf within 5 business days of the appeal being received.
We will send you regular written updates on the progress of your appeal. You will have one or more points of contact appointed
by us to support you with your appeal, until our Appeals Board make their decision. A final decision will be made by our Appeals
Board within 40 business days of receipt of the appeal. Our Appeals Board will provide a written decision to you within five
business days of the decision being reached explaining the reasons for our decision and the terms of any offer being made.
If you remain unhappy with our final response in relation to your appeal, you have the right to contact the Financial Services
Ombudsman in Ireland. Please refer to the ‘Useful Contacts’ section at the back of this booklet for contact details.
Although Bank of Scotland plc is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct
Authority and the Prudential Regulation Authority in the United Kingdom, the Financial Ombudsman Service (FOS) in the UK
will not adjudicate on the Central Bank of Ireland’s Code of Conduct on Mortgage Arrears.
How to complain
If you are unhappy with how we have dealt with your case or our compliance with the Code, you can make a complaint in writing
or by phone. To talk to someone about your complaint you will need to contact Certus. Please refer to the ‘Useful Contacts’
section at the back of this booklet for contact details.
If the complaint is not resolved within 5 business days of being received, it will be confirmed in writing. A full investigation of
the complaint will then be made and while the investigation is ongoing you will receive written updates at intervals of no more
than 20 business days. Once the investigation is complete, we will write to you with the outcome along with any action we
suggest related to the complaint.
If you are still unhappy with our final response, you have the right to contact the Financial Services Ombudsman in Ireland.
Please refer to the ‘Useful Contacts’ sections at the back of this booklet for contact details.
Although Bank of Scotland plc is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct
Authority and the Prudential Regulation Authority in the United Kingdom, the Financial Ombudsman Service (FOS) in the UK
will not adjudicate on the Central Bank of Ireland’s Code of Conduct on Mortgage Arrears.
Helpful Information
Some steps you should consider:
•• If you are struggling with your financial commitments, you should pay all your priority bills first, such as your mortgage, utility
bills (electricity, gas, water), insurances, tax, child support maintenance and housekeeping and essential goods or services
(e.g. travel to work). It is important that you make sure that you pay these priority bills before making any payments towards
credit cards or loans. We would strongly recommend you speak to your loan and credit card providers to discuss how you
could restructure these debts so that you can afford the monthly repayments after having paid your priority bills.
•• Check whether you are eligible for any state benefits or tax credits which could help to increase your income. In particular,
if you are unemployed or are working on reduced pay, you may be entitled to the Mortgage Interest Supplement. We also
recommend that you investigate whether you can claim Mortgage Interest Relief on the tax that you pay. Please refer to the
‘Useful Contacts’ section of this booklet which will help you find further information on these State Supports.
•• If you have purchased an insurance policy such as payment protection insurance in relation to your mortgage account which
subsequently went into arrears, you may wish to make a claim on the policy.
•• You may wish to seek assistance with managing your finances or completing your Standard Financial Statement. We
recommend you seek independent financial and/or legal advice, e.g. from your local Money Advice and Budgeting Service.
Please refer to the ‘Useful Contacts’ section at the back of this booklet for contact details.
•• Please ensure all joint mortgage holders, spouses/civil partners and anyone acting as a guarantor on the mortgage, are up
to date with what is happening.
You should never:
5•• Ignore missed repayments: As soon as you are aware that there is or may be a problem you should immediately contact
Certus. Please refer to the ‘Useful Contacts’ section of this booklet for contact details.
•• Ignore correspondence or calls from Certus or Bank of Scotland plc: We want to support you to try and identify
solutions to help ease any difficulties you are experiencing with your financial situation.
•• Fail to provide financial information: It is important that we have an accurate, honest and full view of your financial
situation in order to consider the most appropriate solutions to try to ease your financial situation.
•• Hand back your keys: This will not absolve you from your mortgage obligations. If the value of your home is less than you
owe, irrespective of how the property is disposed of, you will remain liable for the outstanding debt, including any accrued
interest, charges, legal, selling and other related costs.
Useful Contacts
Bank of Scotland plc
This booklet may also be obtained from our website which also includes additional information and a copy of the Standard
Financial Statement.
www.bankofscotland.co.uk/ireland
Certus
Bank of Scotland plc has appointed Certus to provide customer support and administration services to Bank of Scotland plc
and to support Bank of Scotland plc in the management of its business in the Republic of Ireland and Northern Ireland.
Certus Collections Team / Certus Relationship Manager
You should contact the Certus Collections Team if you miss a mortgage repayment or if you believe that you may have difficulty
meeting your mortgage repayments.
Address: Certus Collections Team, Certus, 124-127 St. Stephen’s Green, Dublin 2, Republic of Ireland
Telephone: (01) 267 5803
If you require assistance with completing the Standard Financial Statement, please contact Certus at (01) 267 5817
Or
If you have a Certus Relationship Manager you should contact them if you miss a mortgage repayment, you believe that you
may have difficulty meeting your mortgage repayments or if you require assistance with completing the Standard Financial
Statement.
Address: Certus, 124-127 St. Stephen’s Green, Dublin 2, Republic of Ireland
Telephone: (01) 267 4000
Appeals
An appeal should be made in writing and addressed to the “Appeals Processing Unit” in Certus, who act as our liaison, at the
following address:
Appeals Processing Unit, Certus, 124-127 St. Stephen’s Green, Dublin 2, Republic of Ireland.
If you have a Relationship Manager the appeal should be addressed for their attention followed by ‘(Wholesale)’ to the same
address.
Complaints
Complaints can be made either by telephone or in writing to:
Address: Bank of Scotland, PO Box 793, Leeds, LS1 9LU
Telephone: 1890 81 81 81 or your Relationship Manager
6Money Advice and Budgeting Service (MABS)
MABS is a free confidential and independent service in the Republic of Ireland for people in financial difficulty.
Telephone: 1890 283 438
www.keepingyourhome.ie
www.mabs.ie
Central Bank of Ireland
The Central Bank’s website provides independent information on financial products and details of financial services providers.
On the website you can find the text of the Code as well as a consumer guidance note “Mortgage Arrears-A Consumer Guide
to Dealing with Your Lender” which you may find useful.
Telephone: 1890 777 777
www.centralbank.ie
National Consumer Agency
The National Consumer Agency provides statutory consumer information and performs the education functions of the Central
Bank of Ireland. This includes providing information on the Code. The following websites provide useful information for
consumers:
www.itsyourmoney.ie
www.consumerconnect.ie
Citizens Information
The Citizens Information Board is the statutory body in the Republic of Ireland which supports the provision of information,
advice and advocacy on a broad range of public and social services including health, employment, social welfare and money.
www.citizensinformationboard.ie
Department of Social Protection
The website of the Department of Social Protection provides information relating to Job Seekers Allowance, Mortgage Interest
Supplement and other welfare benefits in the Republic of Ireland for which you may be eligible for.
www.welfare.ie
Office of the Revenue Commissioners
The website of the Revenue Commissioners offers information on all tax credits and benefits you may be entitled to in the
Republic of Ireland, including Mortgage Interest Relief.
www.revenue.ie
Legal Aid Board
The Legal Aid Board provide legal aid and advice on matters of civil law to people unable to fund these services from their
own resources.
www.legalaidboard.ie
Financial Services Ombudsman
The Financial Services Ombudsman is a statutory officer who deals independently with unresolved complaints from consumers
about their individual cases with all financial service providers in the Republic of Ireland.
Address: The Financial Services Ombudsman Bureau at 3rd Floor, Lincoln House, Lincoln Place, Dublin 2, Republic of Ireland.
Telephone: 1890 88 20 90 / (01) 662 08 99
Email: enquiries@financialombudsman.ie.
You may find further useful information available at: www.financialombudsman.ie.
7Insolvency Service of Ireland
The Insolvency Service of Ireland is a statutory body established under the Personal Insolvency Act 2012 and its functions
include the provision of information to the public relating to the Act.
Address: Insolvency Service of Ireland, Block 2, Phoenix House, Conyngham Road, Dublin 8.
Telephone: 076 106 4200
www.isi.gov.ie
Fees and charges
Bank of Scotland plc’s fees and charges may change from time to time and other terms and conditions apply.
For the latest fees and charges information in relation to your loan please go to the Bank of Scotland plc website,
www.bankofscotland.co.uk/ireland, and look under the section ‘fees and charges in relation to you’.
1. Other fees
In addition, customers will have to pay any costs we incur to third parties that we instruct to recover any money owed to us, or
that we instruct to create or protect our security, or to protect our legal rights. Examples of costs which may be incurred by us,
but for which the customer will be liable include:
•• Solicitor’s charges and other legal fees including outlays;
•• Registration fees; and
•• Possession management fees.
2. Redemption fees - early repayment or changing from a fixed interest rate early
Where you repay all or part of your mortgage loan during a fixed interest rate period, or switch to a variable or other fixed rate,
a breakage fee will be payable by you based on the following formula:
(A - B)/365 x C x D
where:
A: Is the cost of funds to the bank, at the date of making the loan at a fixed rate
B: Is the cost of funds to the bank, at the date of redemption of the loan, for the remaining period of the loan at a fixed rate
C: Is the remaining term of the loan at the fixed rate in days
D: Is the current balance of the loan at the fixed rate of interest
If B is greater than A at the date of redemption of your mortgage loan, no redemption fee will be payable.
8Please note carefully the following information relating to Irish Housing Loans covered under the Irish Consumer
Credit Act 1995 and the Consumer Protection Code.
WARNINGS:
YOUR HOME IS AT RISK IF YOU DO NOT KEEP UP PAYMENTS ON A MORTGAGE OR ANY OTHER LOAN SECURED ON IT.
IF YOU DO NOT MEET THE REPAYMENTS ON YOUR LOAN, YOUR ACCOUNT WILL GO INTO ARREARS. THIS MAY
AFFECT YOUR CREDIT RATING, WHICH MAY LIMIT YOUR ABILITY TO ACCESS CREDIT IN THE FUTURE.
VARIABLE RATE LOANS:
THE PAYMENT RATES ON THIS LOAN MAY BE ADJUSTED BY THE LENDER FROM TIME TO TIME.
THE COST OF YOUR MONTHLY REPAYMENTS MAY INCREASE.
INTEREST-ONLY MORTGAGES:
THE ENTIRE AMOUNT THAT YOU HAVE BORROWED WILL STILL BE OUTSTANDING AT THE END OF THE INTEREST-
ONLY PERIOD.
FIXED RATE LOANS:
YOU MAY HAVE TO PAY CHARGES IF YOU PAY OFF A FIXED RATE LOAN EARLY.
TRACKER RATE MORTGAGES:
IF YOU SWITCH TO AN ALTERNATIVE INTEREST RATE, YOU WILL NOT BE CONTRACTUALLY ENTITLED TO GO BACK
ONTO A TRACKER INTEREST RATE IN THE FUTURE.
Bank of Scotland PLC has appointed Certus to provide customer support and administration services to Bank of Scotland plc and
to support Bank of Scotland plc in the management of its business in Ireland and Northern Ireland. Certus has no authority to bind,
commit or conclude contractual arrangements on behalf of Bank of Scotland plc but provides customer support and administration
services to Bank of Scotland plc and its business in Ireland and Northern Ireland.
Telephone calls may be recorded to confirm instructions given and for quality control, training and regulatory purposes. Bank of Scotland
plc. Registered in Scotland No. SC327000. Registered office: The Mound, Edinburgh EH1 1YZ. Bank of Scotland plc is authorised by
the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority in the
United Kingdom and is regulated by the Central Bank of Ireland for conduct of business rules. Financial Services Register no. 169628.What you need to do now if you are experiencing difficulties Now that you have read the booklet you need to fill in the two following documents: •• The Standard Financial Statement •• The Consent Form, including the option you would like us to consider. If you require help with completing the Standard Financial Statement, please contact Certus on (01) 267 5817 or your Certus Relationship Manager. Alternatively, if you feel you would like independent advice to help you with completing the forms, you may be able to get help from the Money Advice and Budgeting Service. You can find their details in the ‘Useful Contacts’ section of this booklet. Once you have completed both of these documents and signed them please return to Certus Collections Team or your Certus Relationship Manager. Please refer to ‘Useful Contacts’ section of this booklet.
Standard
StandardFinancial Statement
Financial Statement
This
ThisStatement is for
Statement is foruse
useininthe
theMARP
MARP
Section A: Account & Borrower Details
Borrower Information:
Borrower 1 Borrower 2
A1 Name
A2 Mortgage Account Reference No (s)
A3 Outstanding Mortgage Balance (€)
A4 Estimated Current Value of Primary Residence (€)
A5 Monthly Mortgage Repayments Due (€)
A6 Correspondence Address
Property Address
A7
if different to correspondence Address
Please indicate preferred
contact method
A8 Home Telephone
A9 Mobile
A10 Work Telephone
A11 E-mail
Section B: Your Monthly Income Borrower 1 Borrower 2 TOTAL
A12 Marital Status
A13 Date of birth
Gross Monthly Salary (before tax DD/MM/YYYY DD/MM/YYYY
B1 Child1
and any other deductions at source)
Child 2
No. and age
Net of dependent
Monthly Salary children
(after tax and
A14 B2 1 Child 3
any other deductions at source) Child 4
Monthly Social Welfare Benefits
B3 Please
A15 Total number in list
household
B3 (a) Benefit-
A16 Employed Y/N; if self-employed give details
B3 (b) Benefit-
B3 (c) Benefit-
A17 Occupation (if unemployed give previous occupation)
B4 Child Benefit
A18 In Permanent employment Y/N
B5 Mortgage Interest Supplement
A19 Name of Employer
B6 & Length
Family Income Supportof Service
B7 Maintenance
Reason(s) for Review/Arrears
A20 B8
Other, e.g. Pension, room rent,
grants (Please Specify)
Monthly Income from Property
B9 assets (other than primary
residence) (see E5)
Section B: Your Monthly Income Borrower 1 Borrower 2 TOTAL
Monthly income from non-property
B10
assets (see F8)
Gross Monthly Salary (before tax
B1
and anyTotal
other Monthly
deductionsIncome
at source) G1
B11
(sum of B2 to B10)
Net Monthly Salary (after tax and
B2 1
any other deductions at source)
Monthly Social Welfare Benefits
B3 Please list
B3 (a) Benefit-
B3 (b) Benefit-
B3 (c) Benefit-
B4 Child Benefit
B5 Mortgage Interest Supplement
B6 Family Income Support
B7 Maintenance 1
Other, e.g. Pension, room rent,
B8
grants (Please Specify)
Monthly Income from Property
B9 assets (other than primary
residence) (see E5)
Monthly income from non-property
B10
assets (see F8)
B11 Total Monthly Income G1
(sum of B2 to B10)
1
Do not include any deductions made from your salary at source (e.g., pension contribution, health insurance etc.) anywhere
else on this form. 1Section C: Monthly Household Expenditure
Average Charge 2 Arrears
(where
applicable)
Utilities
C1 Electricity
C2 Gas /Oil
Section C: Monthly
3 Household Expenditure
C3 Phone (Landline & Internet) Average Charge 2 Arrears
3
C4 TV/Cable (where
C5 Mobile Phone applicable)
C6 Utilities
Refuse Charges
C7 C1 Electricity
TV Licence
C2 Gas /Oil
3
C3 Household
Phone (Landline & Internet)
3
C8 C4 Childcare
TV/Cable
C5 Elderly
Mobile Phone
C9 care (e.g., carer, nursing home fees etc)
C6 Refuse Charges
C10 Food/Housekeeping/Personal Care
C7 TV Licence
C11 Clothing and Footwear
C12 Household
Household Repairs/Maintenance
C8 Childcare
C9 Transport
Elderly careCosts
(e.g., carer, nursing home fees etc)
C13 C10 Petrol
Food/Housekeeping/Personal Care
C14 C11 Motor
Clothing and Footwear
Insurance /Tax/NCT
C12 Rail/Bus/Taxi
Household Repairs/Maintenance
C15 Costs (including school transport
costs for children)
Transport Costs
C16 Car Maintenance/Repairs
C13 Petrol
C17 C14 Car Motor
Parking and Tolls
Insurance /Tax/NCT
C15 Primary Residence
Rail/Bus/Taxi Mortgage-related
Costs (including school transport
Costs
costs for children)
C18 C16 Mortgage
Car Maintenance/Repairs
Protection/Endowment Premium
C17 Car Parking and Tolls
C19 Payment Protection
Primary Residence Mortgage-related
C20 House Insurance
Costs
C18 Education
Mortgage Protection/Endowment Premium
C21 C19 BooksPayment Protection
C22 C20 School/ College
House Fees
Insurance
C23 Uniforms
Education
C24 C21 ExtraBooks
Curricular activities (e.g. school outings)
C25 C22 OtherSchool/
(e.g. College
voluntaryFees
contributions)
C23 Medical
Uniforms
C24 Extra Curricular activities (e.g. school outings)4
C26 Medical Expenses and Prescription Charges
C25 Other (e.g. voluntary
5 contributions)
C27 Health Insurance
Medical
C26 Social
4
Medical Expenses and Prescription Charges
C28 C27 Lifestyle
HealthExpenses
Insurance (e.g., family events, Christmas,
5
Birthdays,
Social eating out etc.)
C29 C28 ClubLifestyle
membership
Expenses (e.g., family events, Christmas,
C30 Other - pleaseeating
Birthdays, specify
out etc.)
C29 Club membership
C30 Other - please specify
2
Average charge calculated by totalling last three utility bills and dividing by the number of months to get the average monthly
2
cost. Average charge calculated by totalling last three utility bills and dividing by the number of months to get the average monthly
3 cost.
Please
3
identify if these bills are bundled.
4 Please
Medical identifyinclude
expenses if thesedentist,
bills are optician
bundled. and any other costs related to health.
4
5 Medical expenses include dentist, optician and any other costs related to health.
Do not
5 include if Health Insurance is deducted from your wages at source,( i.e., if it has already been deducted from B2)
Do not include if Health Insurance is deducted from your wages at source,( i.e., if it has already been deducted from B2)
2Average Arrears (where
Charge applicable)
Other
C31 Life Assurance
6
C32 Pension Contribution
C33 Maintenance paid to spouse/child (if applicable)
Average Arrears (where
C34 Rent Charge applicable)
C35 (a) Other
Property Service/Management Charges
C31
C35 (b) Life
Other Assurance
- please specify
6
C32
C35 (c) Pension
Other Contribution
- please specify
C36 C33 Maintenance
Monthly paid on
expenditure to spouse/child (if applicable)
property assets (see E5)
C37 Monthly Savings
C34 Rent
C35 (a) Property Service/Management Charges
C38
C35 (b)Total Monthly
Other Expenditure (sum of C1
- please specify G2
C35 (c)to C37)
Other - please specify
C36 Monthly expenditure on property assets (see E5)
C37 Monthly Savings
Please provide details of any steps you have already taken to reduce your monthly
expenditure and the
C38 savings
Total you
Monthly have achieved:
Expenditure (sum of C1 G2
to C37)
Please provide details of any steps you have already taken to reduce your monthly
expenditure and the savings you have achieved:
Please provide details of any steps you propose to take to reduce your monthly expenditure
and the savings you expect to achieve:
Please provide details of any steps you propose to take to reduce your monthly expenditure
and the savings you expect to achieve:
6
Do not
6 include if Pension Contribution is deducted from your wages at source,( i.e., if it has already been deducted from B2)
Do not include if Pension Contribution is deducted from your wages at source,( i.e., if it has already been deducted from B2)
3Section D: Your Current Monthly Debt Payments
Debt Type Monthly Repayments Remaining Total Arrears Lender Purpose of Secured? Currently Payment
Term Outstanding Balance € Loan Y/N Restructured? Protection
Due € Being Paid € Balance € Y/N Insurance
Y/N
D1 Mortgage for G4
Primary Residence
D2 Court Mandated
Debt (Please
Specify) 7
D3 Court Mandated
Debt
D4 Credit Union
D5 Credit Union
D6 Overdraft
D7 Hire Purchase
D8 Store Card
D9 Catalogue Debt
D10 Credit Card 1
D11 Credit Card 2
D12 Credit Card 3
D13 Personal Loan 1
(please specify)
D14 Personal Loan 2
(Please specify)
D15 Personal Loan 3
(please specify)
D16 Loans from family/
friends
D17 Mortgage Debt on
property other than
primary residence
(see E5)
7
e.g., fines, instalment orders, judgements
4Monthly Repayments Remaining Total Arrears Lender Purpose of Secured? Currently Payment
Debt Type Term Outstanding Balance € Loan Y/N Restructured? protection
Due € Being Paid € Balance € Y/N Insurance Y/N
D18 Other Debt (please
specify)
D19 Other Debt
D20
D21
D22 Total (sum of G5
D2 to D21)
5Section E: Property Assets (other than Primary Residence)
Property Property Owner- Current Loan Arrears Monthly Monthly Re- Monthly Mortgage Lender For
(give Type (e.g. Buy ship Value Balance € Balance Rental Expenditure structured Payments Sale
Type 8 9
details to let) (est) € € Income € (e.g., upkeep, Y/N Due € Being Paid Y/N
below) maintenance) €
E1 1
E2 2
E3 3
E4 4
C
B D
E5 Total 36 17
9
Property Assets (other than Primary Residence)
Property Address Date of Purchase
1
2
3
4
• MONTHLY INCOME AND EXPENDITURES RELATED TO
PROPERTY ASSETS SHOULD ALSO BE INCLUDED IN
SECTIONS B AND C RESPECTIVELY
• MONTHLY MORTGAGE REPAYMENTS RELATING TO
PROPERTY ASSETS SHOULD BE INCLUDED IN SECTION D
8
For example, sole or joint ownership. Where a property/premises is not 100% owned by customer(s), please state the % amount that is owned
9
Please provide a reasonable estimate of the current value of these assets.
6Section F: Non-Property Assets
Asset Type Original Cost/ Current Net Monthly Please Give Any Relevant Details
Value(€) Estimated Value € Income
F1 Savings/deposits/current account
F2 Shares
F3 Motor Vehicle (s)
F4 Redundancy Payment(s)
F5 Long-term investment (s)
F6 Other investment(s)
F7 Other Assets (e.g., stock, machinery
etc)
F8 Total (sum of F1 to F7) B
10
Please list all other liabilities, for example any guarantees given with respect to company borrowing or borrowing by a family member.
Please provide any other information which you believe to be relevant to the above:
7I/we understand that the information provided will only be used for the purpose of assisting Bank of Scotland plc and Certus to
assess my financial situation under its Mortgage Arrears Resolution Process.
I/we understand that the information provided will only be used for the purpose of assisting Bank of Scotland plc and Certus to
Protecting
assess my Your Information
financial situation under its Mortgage Arrears Resolution Process.
“Bank of Scotland plc and Certus will keep your information confidential and will only use this information for the purpose of assisting you in
accordance
Protecting Your with the Bank of Scotland plc’s Mortgage Arrears Resolution Process in accordance with their obligations under the UK and Irish
Information
“Bank
I/we Protection
of Scotland
Data understand Acts.
that For
plc and more
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I/we understand
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at www.dataprotection.ie .” used for the purpose of assisting Bank of Scotland plc and Certus to
Data Protection Acts. For more information on your
assess my financial situation under its Mortgage Arrears Resolutionrights under the UK Data Protection Acts, see the UK Information Commissioner's Office
Process.
website at www.ico.gov.uk.
Protecting Your Information For more information on your rights under the Irish Data Protection Acts 1988 and 2003, see the Irish Data
declare
I“Bank
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willatkeep your information
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and willsituation,
only use this
andinformation
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of assisting situation
if myyou in
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changes. Your Information
accordance with the Bank of Scotland plc’s Mortgage Arrears Resolution Process in accordance with their obligations
“Bank of Scotland plc and Certus will keep your information confidential and will only use this information for the purpose of assisting you in under the UK and Irish
Data Protection
declare
Iaccordance thatwith Acts.
the
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information Iinformation
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have plc’s on your
provided
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represents under
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and see
in accordance commit
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to informing
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under if my
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consent
website
Ichanges. at to Bank ofBank
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www.ico.gov.uk. For plc
more Certus
orinformation conducting
on your a credit
rights under reference
the Irish check.
Data Protection Acts 1988 and 2003, see the Irish Data
Data Protection Acts. For more information on your rights under the UK Data Protection Acts, see the UK Information Commissioner's Office
Protection
website at Commissioner’s website
www.ico.gov.uk. For more www.dataprotection.ie
at information on your rights
.” under the Irish Data Protection Acts 1988 and 2003, see the Irish Data
Signed: _______________
I consent to Bank of Scotland Date: ____________
Protection Commissioner’s website
plc atorwww.dataprotection.ie
Certus conducting a.”credit reference check.
I declare that the information I have provided represents my/our financial situation, and commit to informing my lender if my situation
Note:
Signed: Declarations confirming the accuracy
_______________ Date: of the information provided and consent to a credit reference check must be completed for every
____________
Ichanges.
SFS.declare
Anythatotherthe information
declarations I have
requiring provided represents
the consumer’s my/our
signature (for example
financialtosituation, and commit
give permission for theto informing
lender my lender
to contact if my situation
other parties
regarding
changes. the borrowers financial situation) must be optional (i.e., a lender cannot deem the SFS to be incomplete if such declarations are not
Note: Declarations
I consent to Bank ofconfirming
Scotland the
plcaccuracy
or Certus of the information
conducting provided
a credit and consent
reference check. to a credit reference check must be completed for every
signed
SFS. by the consumer).
other declarations requiring consumer’s signature give permission for the lender to contact other parties
I consent
Any to Bank of Scotland plc or the Certus conducting a credit
(for reference
example tocheck.
regarding the borrowers financial situation)
Signed: _______________ must be optional (i.e., a lender cannot deem the SFS to be incomplete if such declarations are not
Date: ____________
signed the consumer).
Signed:by_______________ Date: ____________
Note: Declarations confirming the accuracy of the information provided and consent to a credit reference check must be completed for every
SFS. Any
Note: other declarations
Declarations confirmingrequiring
the accuracythe consumer’s signature
of the information (for example
provided and consent
to giveto permission for the lender
a credit reference contact
checktomust other parties
be completed for every
regarding the borrowers financial situation) must be optional (i.e., a lender cannot deem the SFS to
SFS. Any other declarations requiring the consumer’s signature (for example to give permission for the lender to contact other be incomplete if such declarations
parties are not
regarding
signed by the
the borrowers
consumer).financial situation) must be optional (i.e., a lender cannot deem the SFS to be incomplete if such declarations are not
signed by the consumer).
8Consent Form
Please complete this form and sign it to confirm the repayment arrangement you are requesting, that you
clearly understand the Mortgage Arrears Resolution Process including the repayment options outlined in this
pack and that you authorise Bank of Scotland plc or Certus to complete the necessary checks to support your
application.
To Bank of Scotland plc
Mortgage Account Number(s): (the “Mortgage Account”)
Client Name (Print): Client Name (Print):
Please state the alternative repayment arrangement requested:
Please note that although you may request a specific repayment arrangement, Bank of Scotland plc may
decline this and may propose an alternative repayment arrangement better suited to your circumstances.
State reason and time period required for the alternative repayment arrangement request:
(please supply medical certificate if reason is due to illness.)
I/We understand that although I/we have requested a specific repayment arrangement, Bank of Scotland plc may propose an
alternative repayment arrangement better suited to my/our circumstances.
I/We confirm that I/we have read and clearly understood the Bank of Scotland plc Mortgage Arrears Resolution Process
including the alternative repayment arrangement options outlined in this pack (Please retain this for information purposes).
I/We authorise the Bank of Scotland plc or Certus to complete the necessary checks (including credit checks) in order to
facilitate an application for an alternative repayment arrangement.
I/We understand that this is not an acceptance of any offer at this time, and Bank of Scotland plc is not liable for any charges
on the Mortgage Account due to missed payments during the process of this application.
Client Signature(s) – if the mortgage Contact Phone Number Best Time to Contact e-mail address
is in joint names then both borrowers contact you
are required to sign this form.Guiding Principles for completing the SFS
1. We at Bank of Scotland plc are fully committed to working with customers who are
in, or are facing, financial difficulties with their mortgage repayments in order that a
mutually-acceptable arrangement can be agreed. We will actively encourage contact
with such customers through websites, media and printed material.
2. Certus have specially-trained personnel in their offices including specialised telephone
contact points, to deal with customers facing or in financial difficulties.
3. This Standard Financial Statement (SFS) is designed to assist you in setting out your
current financial circumstances.
4. We consider that the completion of the SFS is a serious undertaking and we will work
with you to ensure that the information is accurate, enabling us to work with you to
determine the most appropriate and viable option in each particular customer case.
5. The easiest way to see where you stand financially is to gather all the relevant
information and documents so that you can write down all the money you have coming
in and going out each month and complete an SFS.
(If your income is weekly, multiply it by 52 and divide the result by 12 to get your
monthly income)
6. In the SFS you will have to provide information on your current income, expenses and
other amounts you owe and any assets you own. It is important that you include all of
your basic living expenses. You are also encouraged to ensure that you are maximising
your income, including what social welfare entitlements you may be eligible for such
as Mortgage Interest Supplement (see www.keepingyourhome.ie).
7. It is important to fill out the SFS fully and accurately and to provide any relevant
documentation that we may need to assess your situation; we will only seek information
that is relevant to this assessment.
8. Your completed SFS and other factors relating to your case will be assessed by
our Arrears Support Unit which will decide whether or not an alternative repayment
arrangement is necessary and, if so, what type(s) of alternative repayment
arrangement(s) appropriate to your circumstances can be made available.
9. If an alternative repayment arrangement is not offered to you, we will give you a
reason for that decision in writing. You will have the right to appeal that decision; you
may appeal to us initially and subsequently to the Financial Services Ombudsman in
Ireland.
10. If you require further information, you can avail of support material available through
a number of sources including our website (www.bankofscotland.co.uk/ireland) or
www.keepingyourhome.ie. You can also seek independent advice from MABS
(www.mabs.ie) or an appropriate alternative. If you give us your written consent we will
liaise with a third party, nominated by you, to act on your behalf.Ref: 01/14
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