Introduction
As part of the Irish Central Bank Tracker Mortgage examination CubeMatch assisted in determining which mortgage accounts either unrightfully lost their right to a tracker mortgage or were overcharged in order to provide redress to the customer.
CubeMatch Deliverables
- Development and submission of a detailed plan
- Gathering of information/review and report submission
- Calculation of redress and compensation (where relevant)
- Implementation of redress programme (where relevant)
CubeMatch Approach
- Professional BA
- Rollout of step-for-step process
- Comprehensive review of loan book
- CubeMatch worked with the independent regulator to verify the lender’s results
- Tracking/liaising within the Client team and with other sub teams as well as bank employees within the redress team
Challenges faced
- Missing loan documentation requiring independent oversight to ensure both the bank and the Central bank were satisfied
Benefits Delivered
- Determined which loan were impacted
- Trained employees
- Remediated and delivered redress to affected accounts
- Improved customer satisfaction