Help and advice

Useful sources of help and advice on your mortgage

Appeals & Complaints

You have the right to appeal our decision in relation to any of the following;

  • where we have offered you an alternative repayment arrangement and you are not willing to enter into this arrangement; or

  • where we have declined to offer you an alternative repayment arrangement; or

  • where we have classified you as not co-operating.

If you decide to make an appeal, you must do so in writing within 25 business days from the date you receive written notification of the decision from us.

You must send all appeal related correspondence to:

Mars Capital, PO Box 12546, Dublin 2

We will handle any complaints received under our Complaints Resolution Policy.†

If you are unhappy with either our treatment of your case under CCMA or consider that we did not act in accordance with CCMA you have the right to make a complaint. Any complaints submitted on either of these two grounds, or otherwise, will be dealt with in line with our Complaints Handling Policy.†

You can complain to either MCFID or Acenden by writing to:

Complaints Department, Mars Capital, PO Box 12546, Dublin 2

Or by phoning us on LoCall 1890 303 702 or, if calling from abroad, +353 1 630 6054 (Option 1 will connect you with Acendenís team, Option 2 will connect you with MCFIDís team)†

We will acknowledge your complaint within five business days of receipt and will keep you updated every 20 business days with the progress of our investigation. A final decision will be issued to you in writing within 40 business days on conclusion of our investigation.†

If you are dissatisfied with our final decision, or if we have not sent you our final decision within 40 business days, you have the right to refer the matter to the Financial Services Ombudsmanís Bureau at the following contact details:

†Financial Services Ombudsmanís Bureau,†3rd Floor, Lincoln House, Lincoln Place, † † † †Dublin 2

†Lo Call: 1890 88 20 90 Telephone: +353 1 6620899

†Email: enquiries@ financialombudsman.ie

Please note that the Financial Services Ombudsmanís Bureau will ask for a copy of our final decision before they review your complaint