Get in touch

If you need anything else, 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.

*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. If you’re unhappy with our service, we want to know. And we’ll 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.

• Make a complaint

  Give us some details and we’ll get the ball rolling.

  You can also 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

• If your complaint can't be resolved straightaway

  Depending on the details, your complaint 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 you're not satisfied with the way we've resolved your complaint

  We’ll do everything possible to make sure this doesn’t happen. In the unlikely event it does, the Financial Ombudsman Service may be able to help you. They help to resolve disputes between banks and their customers, are entirely independent and their service is free.

  Visit: www.financial-ombudsman.org.uk

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

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

  Ask us for a leaflet or contact the Financial Ombudsman Service at: 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.