Appeals & Complaints


The following information applies to you if (a) your mortgaged residential property is the one in which you reside or (b) your mortgaged residential property is the only one that you own in the Republic of Ireland. If none of the above applies to you, please click here to find out how we may be able to help you.

Appeals

We hope that you have no reason to raise an appeal with us, but if you do, we want to hear from you so we can address your concerns as quickly and as fairly as possible.

You have a right to appeal:

  • Our decision to classify you as not co-operating
  • Our decision on your request for an alternative repayment arrangement

You can appeal in writing at any time up to 22 business days from the date you receive the letter explaining permanent tsb’s decision. The appeal letter should be sent to:

The Appeals Board
c/o Customer Relations Department
permanent tsb
Church Yard Lane
Douglas
Cork

If you are unhappy with the outcome of your appeal, you may refer the matter to the Financial Services Ombudsman. The Ombudsman is an independent mediator whose services are available free of charge to customers. Contact details for the Financial Services Ombudsman are below:

Financial Services Ombudsman
3rd floor
Lincoln House
Lincoln Place
Dublin 2
Phone: 1890 88 20 90 or (01) 662 0899

Complaints

We are committed to providing our customers with the highest standard of service. If you believe we have not been compliant with the Code of Conduct on Mortgage Arrears (CCMA) or have not treated your case fairly under the CCMA, we will address the issue as quickly and as fairly as possible.

Our promise

You can be sure that we will deal with your complaint promptly, fairly and courteously. We’ll log and fully investigate your complaint and we will correct the situation to the best of our ability so that it doesn’t happen again. If the mistake is ours, we’ll give you an explanation and an apology.

You can make a complaint at any time by:

  • Phoning our Arrears Support Unit (ASU) on 1800 855 010 or +353 21 6013800
  • Visiting or phoning the relevant branch on 1890 500 121 or +353 1 2124101
  • Writing to our Customer Relations Department at permanent tsb, Churchyard Lane, Douglas, Cork. (please provide your phone number so we can discuss your complaint with you if necessary)

We’ll make every effort to agree a fair and reasonable resolution with you.

What if I want to take the matter further?

If you are unhappy with our final response to your complaint, you have the right to refer the matter to the Financial Services Ombudsman. Contact details for the Financial Services Ombudsman are below:

Financial Services Ombudsman
3rd floor
Lincoln House
Lincoln Place
Dublin 2
Phone: 1890 88 20 90 or (01) 662 0899

Important Documents

The documents below apply to you if (a) your mortgaged residential property is the one in which you reside or (b) your mortgaged residential property is the only one that you own in the Republic of Ireland

Mortgage Arrears Resolution Process (MARP) Guide (167KB) 
Standard Financial Statement (xls, 714KB)
Standard Financial Statement (527KB)
Standard Financial Statement Guide (2.1MB) 
Mortgage Arrears Information & Advice Service (1.4MB)
BPFI Brochure - Important information to help people in mortgage arrears (2.2MB)
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