Appeals and Complaints

Appeals and Complaints

Appeals are handled under our Customer Appeals Policy. 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

Complaints are handled under our Complaints Policy. You can complain to MCFID by writing to:

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

Or by phoning us on Freephone 1800 852 940 or, if calling from abroad, +353 1 267 8033

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 and Pensions Ombudsman by writing to:

Financial Services and Pensions Ombudsman, Lincoln House, Lincoln Place, Dublin 2, D02 VH29.

Website:; Email:; Tel: +353 1 567 7000

Please note that the Financial Services and Pensions Ombudsman will ask for a copy of our final decision before they review your complaint.