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.

  • Contact the centre or department you want to complain about

    They’ll try their hardest to resolve your complaint straight away. If you don’t have the telephone number of the department you need, our reception will be able to point you in the right direction. You can call them on 0800 953 0025, between 8am-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.