Contacting Bank of Ireland
If you need any more information, you can contact us in the following ways:
If you're an existing customer...
Getting in touch couldn’t be easier. Simply call or write to us using the details below:
Phone: 0845 300 8000*
Lines are open 8.30am – 6pm Monday to Friday. (Some services are only available 9am – 5pm Monday to Friday.) Please have your account number to hand when you call.
Address: Mortgage Customer Services Department Bank of Ireland PO Box 27 1 Temple Quay Bristol BS99 7AX.
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. We want to put things right first time and it is only through your help we can improve our service. Making a complaint is a simple 3-step process.
Speak 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 to your satisfaction. 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 (0117) 979 2222*.
If you would prefer to write to us, send your letter to: Mortgage Customer Services Department, Bank of Ireland, PO Box 27, 1 Temple Quay, Bristol, BS99 7AX.
If your complaint cannot be resolved straight away
Sometimes your complaint may need to be investigated further. If this is the case your concerns will be dealt with by our dedicated team of Customer Care Advisors, 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.
If 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: The Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London E14 9SR. Phone: 0845 080 1800. Email: firstname.lastname@example.org Website: www.financial-ombudsman.org.uk