Complaints Process

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.

Inform Us

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.

0818 220 666

Lo Call (01) 209 6300

or 1800 818 000

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:

  • Acknowledged

    All complaints are acknowledged within 5 business days.

  • Timeframe

    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.

  • Final Response

    Following our investigations we will issue our Final Response letter outlining our findings.

  • 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 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.

  • 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