Complaints

Our Complaints Process

Here is our Complaints Handling Procedure

What is a Complaint

A complaint is any written or verbal expression of dissatisfaction regarding a product or service we have provided to a consumer, or our failure or refusal to provide a product or service.

How to log a Complaint

You may log a complaint in writing to Mars Capital, PO Box 12546, Dublin 2 or

via email to customercomplaint@marscapital.ie or

by phoning us on local call: 1800 816 121 International: +353 1 526 8580

How We Will Handle Your Complaint

  
      Steps
      What you can Expect
      Timeline
    
      Complaint Logged
      Your complaint is recorded and assigned a reference number.
      On receipt
    
      Investigation
      Your complaint is reviewed by an experienced staff member.
      Ongoing
    
      More Information
      If needed, we may contact you by phone, email, or letter to progress your complaint
      As required
    
      Progress Update
      If your complaint is not resolved, we will write to you with an update on progress and next steps.
      Within 20 business days
    
      Final Response
      We aim to issue our final response explaining the outcome and any actions taken.
      Within 40 business days

If You Are Not Satisfied

If you are unhappy with our final response, or if 40 business days have passed without a final outcome, you may contact the Financial Services and Pensions Ombudsman (FSPO).

Financial Services and Pensions Ombudsman (FSPO) Contact Details

The FSPO is an independent and impartial service that helps resolve complaints between consumers and financial service providers.

Address - Lincoln House, Lincoln Place, Dublin 2, D02 VH29.

🌐 www.fspo.ie, 📧 info@fspo.ie, 📞 01 567 7000

Important

Please ensure we have your correct contact details.