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We’re monitoring the potential impact of Coronavirus for our customers to ensure we can support them appropriately through any period of disruption. We have a strong track record in working with our customers who are affected by disruption outside of their control. We also have operational resilience plans in place that reflect guidance from HSE to ensure we can continue to serve our customers.

We’re committed to proactively supporting our customers who may be affected by the Coronavirus. To discuss how we can help you, please contact us at covidsupport@lombard.ie quoting your agreement or contract number, and a member of our staff will call you back to discuss the options available to you.

We are currently experiencing a high volume of calls and there are a number of options available to get in touch so that we can form plans for you to mitigate the impact of Coronavirus.

Fraudsters are exploiting the spread of COVID-19 coronavirus to attempt a variety of scams and cybercrime. Visit our Coronavirus Scams and Frauds Page for information on how to protect you and your business from the latest threats.

Refinancing unencumbered assets is something that we could consider for your business in these unusual circumstances. Please contact your local Sales Manager who would be happy to discuss the options that are available to you.

This is not possible at the moment. The safety of our customers and our people is our number one priority and as such, we are following government guidelines around social distancing. Please contact your local Sales Manager. Our sales teams remain contactable via email and phone.

• This payment break means that you are not required to make any payments to your agreement during the period of the payment break.
• During the payment break, interest will continue to accrue on your agreement which means there will be an increased cost of credit.
• Increased cost of credit is the total cost of deferring the payments during this period.

There is no impact to your credit rating as a result of your agreed COVID-19 Payment Break.

As you are not in arrears, we will continue to report your account as being fully up to date.

Once your payments are no longer suspended as part of your agreed COVID-19 Payment Break, we will continue to report to the ICB (Irish Credit Bureau) and the CCR (Central Credit Register) as normal, with any late or missed payments being recorded as appropriate.

Your credit rating will remain on record with the ICB for a period of up to seven years and your information on the CCR will be held for a period of five years after the account has been fully repaid. It is important to be aware that arrears or non-payment may adversely affect your credit rating with licensed credit reference agencies and may limit your ability to access credit and loans in the future.

We will contact you before your Payment Break extension is due to expire with details of options available to you. These options include a range of supports available if you are still in financial difficulty.

Your normal monthly payment will be recalculated which means that your monthly payment after the payment break will be greater than it is now and/or the term of the agreement may be extended.  If you choose to extend the term of your agreement the amount of interest payable and amount owing on the related agreement will increase.

For customers impacted by Coronavirus the normal fee associated with payment break requests will be waived until further notice.

If you feel that you may have difficulty repaying your finance agreement, please contact us as soon as possible via e-mail at  info@lombard.ie or call us on 1850 215 000 quoting your agreement or contract number, and a member of our staff will call you back to discuss the options available to you. If financial difficulties continue we are here to help. A financial assessment will be required to evaluate your financial situation and give you a helping hand when you need it most.

It is important to be aware that arrears or non-payment may adversely affect your credit rating with licensed credit reference agencies and may limit your ability to access credit and loans in the future. We will continue to report to the ICB (Irish Credit Bureau) and the CCR (Central Credit Register) as normal, with any late or missed payments being recorded as appropriate. Your credit rating will remain on record with the ICB for a period of up to seven years and your information on the CCR will be held for a period of five years after the account has been fully repaid.

If you wish to complain, please get in touch with us as soon as possible. You can contact us by phone, in person, in writing or by e-mail as follows:

Lombard Ireland
Ulster Bank Group Centre
Georges Quay
Dublin 2

Or you can call us on 1850 215 000 or email on info@lombard.ie

We are committed to resolving any complaints fairly and promptly. Striving to minimise your inconvenience, we'll listen to your concerns and try to agree a solution with you.

The member of our team whom you first contact will discuss your complaint and identify with you what we can do to put it right. The more information you can provide, the quicker we can try to fix the problem.

Sometimes, we will not be able to sort everything out for you right away. If so, we will acknowledge your complaint in writing within five working days. On these occasions, we aim to resolve matters within fourteen days.

If your complaint is particularly complicated, it may take longer to remedy. In this case, you will receive a letter from us giving you reasons for the delay and an indication of when we expect to resolve your complaint.

If together, we cannot reach an agreement by the end of eight weeks:

• We will send you a letter giving you our reasons for the delay and an indication of when we expect to provide a resolution

or

• We will issue our final response letter, which will explain our final position.

If we have given you our final response to your complaint and you are still dissatisfied, you may also refer your complaint to the Financial Services and Pensions Ombudsman in writing to:

3rd Floor, Lincoln House, Lincoln Place, Dublin 2.

The Financial Services and Pensions Ombudsman offers a free independent service and can help with most financial complaints.

Visit the Financial Services and Pensions Ombudsman website