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Contact Us

Contact us

Getting in touch couldn’t be easier. Simply call or write to us using the details below. We’re here to help:

Phone: 0345 300 8000*

Calls are recorded for training and monitoring purposes.

Lines are open 8.30am – 6pm Monday to Friday. Some services are only available 9am – 5pm Monday to Friday. To make sure we can be as efficient as possible, please have your account number to hand when you call.

03 calls cost no more than calls to geographic numbers (01 or 02). Calls from landlines and mobiles are included in free call packages.

Address:

Mortgage Customer Services Department
Bank of Ireland
PO Box 3191
1 Temple Quay
Bristol
BS1 9HY

Please remember to include your account number in any correspondence.

If you have a complaint:

If you have been unhappy with our service, please tell us. It is only through your help that we can improve our service. Making a complaint is a simple 3-step process.

Step 1Speak or write to the centre or department whose service you want to complain about.

They will try their hardest to resolve your complaint straight away. If you do not have the telephone number of the department concerned our reception will be able to point you in the right direction. They can be contacted on 0330 123 4444. Lines are open 8am-5pm Monday to Friday.

If you would prefer to write to us, send your letter to: FREEPOST, Customer Relations, Bank of Ireland Mortgages. Alternatively, complete our online form.

Step 2If your complaint cannot be resolved straight away

Sometimes, depending on the nature of your complaint, it may need to be investigated further. If this is the case your concerns will be dealt with by our dedicated team of Customer Care Advisers, who will write to you within five working days to acknowledge receipt of your concerns.

We will always deal with your complaint as quickly as we can and will write to you with our findings, usually within a four week period. However if your complaint is complex in nature this may take a little longer. If we can't deal with your complaint within eight weeks of receiving it we'll write and explain where we are and what we plan to do next. If at this stage you're not happy you can refer the matter to the Financial Ombudsman Service.

Step 3If we don't resolve your complaint to your satisfaction

In the rare circumstance this happens, the Financial Ombudsman Service may be able to help you. They help resolve disputes between banks and their customers, they are 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. Phone: 0800 023 4567** or 0300 123 9123***. These numbers may not be available from outside the UK so please call on +44 20 7964 0500. Email: complaint.info@financial-ombudsman.org.uk Website: www.financial-ombudsman.org.uk

If we have not been able to resolve your complaint to your satisfaction AND you have bought our product or services online:

The European Commission has established an online dispute resolution platform (ODR platform) which is specifically designed to help customers resident in the European Union who have been unable to resolve a complaint with traders established in the European Union from which they purchased goods or services online. You can submit your complaint online through the ODR platform 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 http://ec.europa.eu/odr

You will need

**Calls to this number are normally free for people ringing from a “fixed line” phone – but charges may apply if you call from a mobile.
*** Calls to this number are charged at the same rate as 01 or 02 numbers on mobile phone tariffs.