- Contact the centre or department you want to complain about
We’ll try our best to resolve your complaint straight away. If you don’t have the telephone number of the department you need, we’ll be able to point you in the right direction.
You can call us on 0800 953 0025 between 9am-5pm Monday to Friday. Or if you’d prefer to write to us, send your letter to:
Freepost, Customer Relations, Bank of Ireland Mortgages
Alternatively, you can submit a complaint using our online form.
- If your complaint cannot be resolved straight away
Sometimes, depending on the details of your complaint, it may need to be investigated further. If this happens, your concerns will be dealt with by our dedicated team of Customer Care Advisers. They’ll write to you within five working days to acknowledge receipt of your complaint.
We’ll always deal with your complaint as quickly as we can. And we’ll write to you with our findings, usually within four weeks. However, if your complaint is particularly complex it may take a little longer. If we can’t deal with your complaint within eight weeks of receiving it, we’ll write to explain where we are and what we plan to do next.
If at this stage you’re still not happy, you can refer the matter to the Financial Ombudsman Service.
- If we don't resolve your complaint to your satisfaction
We’ll do everything possible to make sure this doesn’t happen. But, in the unlikely event it does, the Financial Ombudsman Service may be able to help you.
Helping to resolve disputes between banks and their customers, they’re entirely independent and their service is free.
Ask us for a leaflet or contact the Financial Ombudsman Service at: Financial Ombudsman Service, Exchange Tower, London, E14 9SR.
Call: 0800 023 4567* or 0300 123 9123**. If you’re outside the UK, please call them on +44 20 7964 0500.
Email: complaint.info@financial-ombudsman.org.uk
Or visit: www.financial-ombudsman.org.uk
*Calls to this number are now free on mobile phones and landlines.
**Calls to this number cost no more than calls to 01 and 02 numbers.
- If we’ve not been able to resolve your complaint to your satisfaction and you bought our product or services online
The Online Dispute Resolution (ODR) website is an official website managed by the European Commission, designed to help consumers and traders resolve difficult disputes. It’s only available to European Union residents, who purchased goods or services online from traders established in the European Union.
You can submit your complaint online through the ODR site, in any of the official languages of the European Union. The platform will then send your complaint to the Financial Ombudsman Service for an independent review within 90 days.
You can access the ODR platform here at https://ec.europa.eu/odr
You’ll need the following information about us:
- Our name: Bank of Ireland UK
- Our email: foscomplaints@boi.com
- Our website address: www.bankofirelanduk.com/mortgages/existing-customer/
- Our geographical address: United Kingdom
- If your complaint cannot be resolved straight away
How to make a complaint
We’re committed to doing our best to be as clear and helpful as possible in everything we do. That’s why if you’ve been unhappy with our service, we want to know. And we want to do everything we can to put things right. After all, it’s only through your feedback that we can improve our service.
For PPI questions, please visit our dedicated PPI section.