How do I make a complaint relating to Start’s period of service of my mortgage?
All complaints relating to Start’s period of service of your mortgage, should be emailed to startcustomercomplaints@marscapital.ie so that it can be managed appropriately.
Mars Capital will manage these complaints on Start’s behalf. All complaints will be managed in accordance with applicable regulatory requirements. Details of the complaints process are outlined below:
The following is an outline of how your complaint will be dealt with:
Acknowledged
All complaints are acknowledged within 5 business days.
Timeframe
It is intended that all investigations are completed and a response to your complaint is provided within 20 business days. However, should a response within this timeframe not be possible, you will be written to with regular updates at least every 20 business days explaining the reasons for the delay.
Final Response
Following the investigation, a Final Response letter outlining the findings will issue to you.
Timeframe Passed
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 it is hoped that your complaint will be resolved. Also, if you have not received a response to your complaint at this point, you are entitled to refer the matter to the Financial Services and Pensions Ombudsman.
Dissatisfied?
Should you remain dissatisfied, it is your right to refer your complaint to the Financial Services and Pensions Ombudsman.
Financial Services and Pensions Ombudsman
Lincoln House,
Lincoln Place,
Dublin 2,
D02 VH29
Tel. +353 (1) 567 7000
E-mail: info@fspo.ie
Website: www.fspo.ie