Tracker Mortgage Examination
How will I know if I'm impacted?
You will receive a letter from us if you are impacted. We are writing to all impacted customers with our proposals to put things right. The letter will set out the details of your redress and compensation offer and how it has been calculated, as well as any other action we have taken to date in correcting your account.
We will continue to update customers throughout this ongoing review and you do not need to take any action at this time.
When will I receive my redress and compensation?
Ulster Bank has made the following commitment to customers affected by the Tracker Mortgage Examination:
· 1,017 customers received their redress and compensation payments as at end Dec 2017
· A further 2,500 customers will receive their payments in Q1 2018
· The remaining 1,000 customers will be remediated in Q2 2018
I'm unhappy with my redress and compensation - what can I do?
The redress and compensation offer is based on the information available to us in our review of your account. If you are unhappy with any aspect of the redress or compensation offer, you can appeal through an independent appeals process we have set up for this purpose.
The redress and compensation letter will include details on how to request an Appeal Form. You have 12 months from the date of your redress and compensation letter to make an appeal.
How can I appeal?
You will need to complete an Appeal Form to submit an appeal. You can request this by:
· Returning the “Request an Appeal Form” in the pre-paid envelope sent with your redress and compensation letter; or
· Contacting our Tracker Mortgage Examination Helpline on 1800 303 352 Freephone/Lo-Call from mobiles or +353 1 562 1269 if calling from abroad. Lines are open 9am to 5pm Monday to Friday excluding public holidays. Calls may be recorded for training and quality purposes.
The Appeal Form, and the documents that you will receive along with it, will give you full instructions on how to make an appeal.
How long do I have to submit an appeal?
You have 12 months from the date of your redress and compensation letter to make an Appeal.
What should I do if I want more information?
If you have any queries or would like more information, you can:
· Write to us at: Tracker Mortgage Examination Programme, Ulster Bank Ireland DAC, PO Box 12885, Dublin 2; or
· Call our dedicated Tracker Mortgage Examination Helpline on 1800 303 352 Freephone/Lo-Call from mobiles or +353 1 562 1269 if calling from abroad. Lines are open 9am to 5pm Monday to Friday excluding public holidays. Calls may be recorded for training and quality purposes.