Danske Bank to recommence servicing of mortgage accounts

Important Notice: From the 16th of August 2019 Danske Bank will recommence the servicing of its mortgage accounts. Customers who hold these affected mortgage accounts have already been written to with details of the revised arrangement.

This means that up until 16th August 2019 you should contact Pepper Asset Servicing for any day to day needs or queries on your mortgage account, after this date Danske will take over all servicing of mortgage accounts and may be contacted directly in relation to any day to day needs or queries you have.
These servicing arrangements do not affect the terms and conditions applicable to mortgage accounts, which remain due and owing to Danske Bank.
Customers are not required to take any action in relation to this change other than to note the relevant contact numbers for Danske Bank, which will be operational from 16th August 2019.
Customers should note that the Danske Bank’s policy for customers in financial difficulties is unaffected by this announcement and the Bank will continue to comply with all applicable Central Bank of Ireland codes of conduct, including the Code of Conduct on Mortgage Arrears. 

To clarify:

If you have a query before 16th August 2019 you should contact Pepper on 1890 818 796 (or +353 61 705 910 if outside the Republic of Ireland) where they are available from Monday to Friday 9am to 5pm.
Alternatively, customers can write to Pepper at Pepper Asset Servicing, PO Box 695, and Shannon, Co. Clare
If you have a query from 16th August 2019 you should contact Danske Bank on 01 484 2733 where we are available from Monday to Friday 9am to 5pm.
Alternatively, customers can write to us at Danske Bank, Mortgage Unit, 3 Harbourmaster Place, IFSC, Dublin 1. 

Questions & Answers

General

Is my mortgage being sold?
No, this is not a loan sale. The terms and conditions of your mortgage account are unaffected. Danske Bank remain the lender of your mortgage and the outstanding balance on your mortgage remains owing to Danske Bank. 

When does this change take effect?
Pepper will cease servicing your mortgage on the 16th of August at which point Danske will commence servicing your mortgage. 

Can I still make a withdrawal from my deposit account? 
Withdrawals from your  mortgage offset account can be made in line with the original terms and conditions of the mortgage offset account by completing the “Offset Mortgage Account Withdrawal Request​” and returning it to Danske Bank, 3 Harbourmaster Place, IFSC, Dublin 1, D01 K8F1 after 16 August 2019. 

My notification letter did not contain all of my Danske accounts
Not all accounts are affected by this change in servicing. If some of your accounts were not stated on your notification letter these accounts are not impacted by the change in servicer. 

Impact on Repayments
Do I need to make any change to my direct debit repayment?
No, you are not required to make any change is required to your direct debit mandate as your repayments will continue to be made to the Danske bank mortgage account. 

Will my interest rate change?
The terms and conditions of your facility letter are unaffected by the change in servicer

Will I be able to make a card payment over the phone to Danske Bank after 16th of August 2019?
No, from the 16th of August 2019, this service will no longer be available to you.  You may continue to make payments on your mortgage account(s) in any of the following ways:
by direct debit;
by standing order;
Electronic funds transfer 
Personal cheque
Bank giro via An Post



Financial Difficulties

What happens if I fall into arrears? 
Danske Bank will work with customers who are in financial difficulty in line with existing policy and our obligations under codes of conduct issued by the Central Bank of Ireland. Danske Bank is fully committed to continuing to support customers experiencing financial hardship. 

If I am experiencing financial difficulties who should I contact?
Customers who are experiencing financial difficulties with their mortgage should contact Pepper prior to the 16th of August 2019. From the 16th of August 2019 customer should contact Danske Bank who will assist the Customer. 


Legal/Regulatory

I have a complaint or data subject access request that is ongoing – what will happen to this?
This will be responded to in accordance with the usual timelines.

What will happen to my personal data?
All relevant details relating to your account(s) held by Pepper will be returned to Danske Bank to enable it to resume providing, customer and administration services from 16 August 2019.  This will include, where relevant, your personal data.  It is envisaged that Danske Bank will need to process further those details (including personal data) in order to carry out those services.

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