Information for solicitors

In these busy times, we understand that handling your clients’ mortgage queries needs to be done efficiently and quickly. So we’ve put together some important information that will help us process your requests as fast as possible. You can access this information online, 24/7 and raise queries with us at your convenience.

Redemption statement

  1. To redeem the mortgage in full, you can complete the simple form online. We aim to send the statement back to you within 2 working days.

    If you prefer to email your request please send it to mortgage.services@boi.com, we aim to send the statement to you within 5 working days.

  2. To request a redemption statement due to a re-arrangement (port/transfer of equity/existing customer application) you can also complete the simple form online. We aim to fax the statement back to you within 2 working days.
    • To help us issue the redemption statement as quickly as possible:
      – Complete the request for a redemption statement online
      – If you need to request an ERC is waived, complete the ERC waiver form at the same time. The ERC waiver form will have been included with the new mortgage Offer under the new mortgage account number, which you will need to quote in the ERC waiver form
      – Email the completed ERC waiver form to rearrangements@boi.com
    • Once we have received the completed forms, we’ll send a new redemption statement with the ERC adjusted, where this meets criteria.

    If you prefer to send the request by email, please send it to rearrangements@boi.com, we aim to send the redemption statement to you within 2 working days. Please only use this inbox for requests relating to Re-arrangements as it may cause a delay if you use it for other requests.

How will I receive the redemption statement?
For speed we prefer to send it using your fax number. Unfortunately, we cannot send redemption statements via email.

How can I get a replacement ERC waiver form?
You can request a replacement ERC waiver form by emailing rearrangements@boi.com. You will receive this within 2 working days. We are unable to action requests for replacement ERC waiver forms by phone.

How do I send you redemption funds?
Our sort code and account number will be in the redemption statement. To ensure we receive the funds, please include the customer’s mortgage account number only as the reference for the payment. The inclusion of any other information will cause the payment to reject.

The process for release of charge and title deeds differs by jurisdiction. To help us action your request as speedily as possible please send us the details as outlined below.

England & Wales

  • You will need to request we release the charge/title deeds
  • Please send us your request in writing. We will not action your request unless you do so
  • The request must be on company headed paper and include the property address for which you are requesting the release of charge/title deeds, the mortgage account number, all title numbers relating to the property and the original charge date
    We will be unable to release the charge and/or deeds at the Land Registry without all elements of the above
  • Once you have sent us your written request and the account has been redeemed we will release the charge within 21 working days of receiving the redemption funds
  • If you have also requested deeds these will be released at the same time as the charge and this will be within 4-6 weeks.
Scotland

  • You will need to request we release the charge/title deeds
  • Please send us your request in writing. We will not action your request unless you do so
  • The request must be on company headed paper and include the property address for which you are requesting the release of charge/title deeds, the mortgage account number, all title numbers relating to the property and the original charge date
    We will be unable to release the charge and/or deeds at the Land Registry without all elements of the above
  • Once the mortgage account has redeemed you will need to prepare and send us the discharge document for sealing
  • We will send you the sealed title deeds within 4-6 weeks.
Northern Ireland

  • You will need to request we release the charge/title deeds
  • Please send us your request in writing. We will not action your request unless you do so
  • The request must be on company headed paper and include the property address for which you are requesting the release of charge/title deeds, the mortgage account number, all title numbers relating to the property and the original charge date
    We will be unable to release the charge and/or deeds at the Land Registry without all elements of the above
  • Once the mortgage account is redeemed we will send you the title deeds within 4-6 weeks including the sealed mortgage deed
  • If you have the deeds prior to the redemption of the mortgage you will need to send them to us for sealing.

If you need a release of deeds for any other reason than redemption we will aim to send these out within 10 working days of receipt of a written request from a solicitor on our panel. If you are not on our panel we can arrange to send a copy.

Where should I send requests to release the charge/title deeds?
Email: mortgage.services@boi.com
FAX : 0117 943 6555
DX: 98850 Bristol 2
Post: Mortgage Customer Services Department
Bank of Ireland
PO Box 3191
1 Temple Quay
Bristol
BS1 9HY

  • I’ve requested a redemption statement and haven’t received it.
    If you requested the statement using our online form, we aim to fax it to you within 2 working days. If you have requested it by email this can take up to 5 working days to process.

    If you haven’t received a redemption statement within these timescales please check the reasons below as you may need to take further action:

    • Some customer details are missing.
      To ensure we’re sending the right account information our security checks require us to check the account information we request. It may be some of this was missing or doesn’t match our records. Please check the information you have sent us and resend it if you spot anything you need to amend. Please ensure you send us
      – the correct mortgage account number
      – full name of at least one account holder as it’s displayed on the most recent statement
      – the property address.
    • Has your client changed their name(s) since the mortgage was taken out?
      If your client has changed their name and provided you with a different one to that on the mortgage account please resubmit with the name used on the mortgage account. They can let us know they have changed their name using the Change of Name form on our web site.
    • Some solicitor information is missing.
      Our online form asks for all the information we need but if you have submitted your request by email please ensure it contains all of the following and resend if you spot anything missing.
      – Fax number. You will receive a reply quicker if you provide your fax number. Otherwise we will have to post a response to you.
      – Confirmation you are acting on behalf of our customers
      – The reason for the redemption
      – The proposed date for redemption
      – The company name of the Solicitor and address.
  • I haven’t received an ERC waiver form.
    If your request is relating to a re-arrangement (e.g. port/transfer of equity), then you should receive an ERC waiver form in the new mortgage Offer under the new mortgage account number, which you will need to quote in the ERC waiver form. If it wasn’t included in the new mortgage Offer you can request an ERC waiver form by emailing rearrangements@boi.com. We will email this to you within 2 working days.
  • Why haven’t you released the charge yet?
    If you want to request a release of charge or title deeds the Bank of Ireland must receive this in writing. We will not action your request unless you do so. Further details are available in the Release of charge and title deeds section.

    Once the account has been redeemed and we have received your written request we will release the charge within 21 working days of receiving the redemption funds.

  • There are multiple title numbers relating to the property.
    We may have released the charge on one title number and there are multiple title numbers relating to a property. Please include ALL title numbers relating to the property in your written request. If any title numbers have not been included in the initial request, please resend for any subsequent title numbers.

    If you have included all title numbers on the original request and we have not released the charge on all, please call us on 0345 300 8000*.

    If you want to request a release of charge or title deeds on a property in England & Wales the Bank of Ireland must receive this in writing. We will not action your request unless you do so. Further details are available in the Release of charge and title deeds section.

  • I haven’t received my client’s title deeds.
    If you want to request a release of charge or title deeds on a property in England & Wales the Bank of Ireland must receive this in writing. We will not action your request unless you do so. Further details are available in the Release of charge and title deeds section.

    If 4-6 weeks have passed please call us on 0345 300 8000*.

*Calls are recorded for training and monitoring purposes. Lines are open 9am– 5pm Monday to Friday. 03 calls cost no more than calls to geographic numbers (01 or 02). Calls from landlines and mobiles are included in free call packages.