Get in touch

If you prefer, call us on 0345 300 8000*. Our lines are currently busier than normal so you may find call waiting times are longer. We apologise for any inconvenience. If you want an appointment please don’t delay contacting us as soon as possible.

*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.

How to make a complaint

We’re committed to doing our best, but sometimes things can go wrong. If you’re unhappy with our service, we want to know. We’ll do everything we can to put things right for you. After all, it’s only through your feedback that we can improve our service.

If your complaint is regarding Payment Protection Insurance (PPI), please visit our dedicated PPI page.

• Make a complaint

  You can register a complaint by:

  • Giving us some details, and we’ll be in touch to get the ball rolling
  • Calling us on 0800 953 0025* between 9am – 5pm, Monday to Friday, excluding Bank Holidays
  • Write to us at Freepost, Customer Relations, Bank of Ireland Mortgages.
• If your complaint can't be resolved straightaway

  Depending on the details of your complaint, we may need to investigate 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 let you know we have your complaint.

  We’ll always deal with your complaint as quickly as we can. We’ll aim to write to you with our findings within four weeks, however this may take longer if your complaint is complicated. If we still haven’t resolved your complaint within eight weeks of receiving it, we’ll write to explain where we are and what we plan to do next.

• If you’re unhappy about how we handled your complaint

  We’ll do everything we can to make sure we’ve responded to your complaint within eight weeks and that you’re satisfied with the outcome.

  If we don’t respond within this timeframe or you’re unhappy with our response, you can contact the Financial Ombudsman Service. They resolve disputes between banks and their customers for free and are completely independent. Their details are:

  Website: www.financial-ombudsman.org.uk

  Email: complaint.info@financial-ombudsman.org.uk

  Phone: 0800 023 4567* or 0300 123 9123**. If you’re outside the UK, please call them on +44 20 7964 0500.

  Address: Financial Ombudsman Service, Exchange Tower, London, E14 9SR.

  *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.