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.
Customer Services Department
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.
Following our investigations we will issue our Final Response letter outlining our findings.
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 and Pensions Ombudsman.
Should you remain dissatisfied, it is your right to refer your complaint to the Financial Services and Pensions Ombudsman.
Financial Services and Pensions Ombudsman