Concerns About Mortgage Repayments?

At MoCo, we understand homeowners’ circumstances can change for a number of reasons and that customers may have trouble meeting their mortgage repayments from time to time. We are here to support and guide our customers through these difficult periods. We are fully committed to helping our customers find a solution and get back on track.

If you’re worried about falling into arrears or you’ve missed any repayments on your mortgage, please contact our dedicated customer support team by phone on: 0818 210 255 (Mon to Fri 9am-5pm).

Next Steps

We have in place a Mortgage Arrears Resolution Process (MARP) that prescribes the steps we take in assessing your mortgage. The four steps in the process are:

Communication
Financial Information
Assessment
Resolution

Further details of the process and steps can be found in our MARP Booklet.

To assess your current financial situation, we will require you to complete and submit to us, a Standard Financial Statement (“SFS”), which we will provide in our correspondence with you.

A copy of the SFS can be found in our Standard Financial Statement, along with guidance provided by the Central Bank of Ireland on how to complete an SFS here: CBI guide to completing SFS.

Why Engage with Us?

If you miss a mortgage repayment your account will go into arrears. That will lead to additional interest being charged on your account.

We are also required to report missed repayments to the Central Credit Register. This will be visible to other financial institutions and could affect your ability to access credit in the future.

It is important that you cooperate and engage with us to ensure we can assess your financial situation, otherwise you may be classified as “not cooperating”.

“Not cooperating” is defined by the Central Bank of Ireland in the Consumer Protection Regulations 2025 as follows:

You can be considered “not cooperating” when:

You fail to make a full and honest disclosure of information to us and this information would have a significant impact on our assessment of your financial situation; or
You do not provide information we require to assess your situation within the timelines we specify; or
For a period of 3 months: You have not made contact with or responded to any communications from us AND You have either failed to meet your mortgage repayments in full (per your original contract or the terms of an alternative repayment arrangement) or your account has been in arrears.

If you are considered “not cooperating”, a warning letter will be issued to you with specific actions to carry out to avoid being classified as “not cooperating”. If you fail to carry out the actions specified in the letter, you will be classified as “not cooperating”. The implications of being classified as “not cooperating” are:

The Mortgage Arrears Resolution Process, and its protections, will not apply to you.
Legal proceedings may commence immediately for repossession of your property. Irrespective of how the property is repossessed and disposed of, you will remain liable for the outstanding debt, including any accrued interest, charges, legal, selling and other related costs.
If your property is repossessed or sold, you would still have to pay any outstanding debt, interest, our charges and our legal and selling costs.
If arrears remain on your account for more than 30 days this may have an impact on your credit rating which could affect future borrowings.
You may no longer be eligible for a Personal Insolvency Arrangement under the Personal Insolvency Act 2012.

For further information on how our Credit Servicer deals with mortgage arrears on our behalf, please use the following link: Pepper guide to financial concerns

Independent Customer Support 

The following additional independent supports are available if you are experiencing financial difficulties or wish to discuss your financial situation with independent experts: 

For helpful information, hints, and tips on managing finances and budgeting, please visit the following independent website: 