Appeals & Complaints


Appeals

We hope that you have no reason to raise an appeal with us – however, 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
  • Our decision to offer you an alternative repayment arrangement which you do not wish to accept

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

The Appeals Board
c/o Customer Resolution Centre
permanent tsb
Church Yard Lane
Douglas
Cork

We will send you a written acknowledgment of your appeal within 5 business days.  The Appeals Board will make a decision on your appeal within 40 business days of your appeal's receipt.  Once the Appeals Board has made a decision on your appeal, it will write to you within 5 business days to advise you of the outcome if it's decision.

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

Financial Services and Pensions Ombudsman
Lincoln House
Lincoln Place
Dublin 2
D02 VH29
Phone: (01) 567 7000
Email: info@fspo.ie

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. We aim to resolve all issues where possible on the spot. If the issue requires further investigation we will send you a written acknowledgement of your complaint within 5 business days and give you the name of the person dealing with the issue. If for some reason we haven't resolved your complaint within 20 business days, we will send you a written update.  In exceptional circumstances, where the matter is not resolved within 40 business days we will write to inform you and let you know when you can expect a full reply.

You can make a complaint at any time by:

  • Phoning our Arrears Support Unit (ASU) on 1800 855 010 or +353 21 6013800
  • Complete our online Complaint Form
  • Writing to our Customer Resolution Centre 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 to do if you are not satisfied with our response to your complaint?

Your satisfaction is very important to us and we welcome the opportunity to discuss the matter with you again if you feel that our response to your complaint does not sufficiently address this matter for you. Please contact us to reopen your complaint by calling us on 0818 818 700 or contact us on the address on your Final Response Letter. We would be happy to look into this for you again.

If you remain dissatisfied having discussed the matter with us again, you may escalate the complaint to the Financial Services and Pensions Ombudsman (FSPO) 

If you remain dissatisfied with our response, you may refer your complaint to the Financial Services and Pensions Ombudsman (FSPO) who will seek to resolve it through mediation or through investigation and adjudication. Information about the services provided by the FSPO is available from the Website www.fspo.ie.

Complaints to the FSPO can be made online through their Website www.fspo.ie. If you have any queries about making a complaint, they can be contacted by email to info@fspo.ie or by telephone 353 1 567 7000.

Click here for information on how to make a complaint to the FSPO.

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