Complaints Process

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How We Will Deal With Your Complaints

Should you not agree with the Alternative Repayment Arrangement(s) offered to you by Start Mortgages, our decision not to offer an Alternative Repayment Arrangement, or our decision to classify you as 'Not Co-Operating', you can submit an appeal by following our appeals process and by completing our MARP Appeal Request Form.

However, should you be unhappy with any other aspect of your treatment by us, you may inform us by phone or in writing of your wish to register a complaint.

Phone
0818 220 666, Lo Call 1850 818 000 or (01) 209 6300
Address
Customer Services Department,
Start Mortgages
Trimleston House
Beech Hill Office Campus
Clonskeagh
Dublin 4
The following is an outline of how we will deal with your complaint:
  • All complaints are acknowledged within 5 business days.
  • We aim to complete our investigations and provide a response to your complaint within 20 business days. However, should we be unable to respond within this timeframe, we will write to you with regular updates at least every 20 business days explaining the reasons for the delay.
  • In the unlikely event that 40 business days have elapsed since receipt of your complaint, and the investigation is still ongoing, you will be advised of the anticipated timeframe within which we hope to have your complaint resolved. Also, if we have not responded to your complaint at this point, you are entitled to refer the matter to the Financial Services Ombudsman. The contact details can be found below.
  • Following our investigations we will issue our Final Response letter outlining our findings.
  • Should you remain dissatisfied, it is your right to refer your complaint to the Financial Services Ombudsman Bureau. Contact details can be found below:

    Financial Services Ombudsman's Bureau
    3rd Floor, Lincoln House
    Lincoln Place
    Dublin 2

    Lo Call: 1890 88 20 90
    Tel: +353 1 662 0899
    Fax: +353 1 662 0890
    E-mail: enquiries@financialombudsman.ie
    Website: www.financialombudsman.ie

Start Mortgages DAC (trading as Start Mortgages) is regulated by the Central Bank of Ireland
Start Mortgages DAC is registered in Ireland.  Reg. No.: 391445.  Reg. Address: Trimleston House, Beech Hill Office Campus, Clonskeagh, Dublin 4