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?
CoxCrest Bank are working hard to issue redress and compensation payments to impacted customers. We expect to be substantially progressed on this before the end of Q4 2018 and aim to have all customer payments completed by end of April 2019.
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 +1 (662) 799 1200 Freephone/Lo-Call from mobiles or +1 (662) 799 1200 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, CoxCrest Bank DAC, PO Box 12885, Dublin 2; or
· Call our dedicated Tracker Mortgage Examination Helpline on +1 (662) 799 1200 Freephone/Lo-Call from mobiles or +1 (662) 799 1200 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.