How to Make a Complaint

At ICS Mortgages we always strive to offer the highest levels of support to our mortgage customers.

If for whatever reason you feel disappointed with our level of support or service, we want you to let us know. It is our policy to ensure that complaints are dealt with promptly and pro-actively with a view to finding a suitable resolution, to the satisfaction of our customers, as early as possible.

What should you do if you have a complaint?

There are a number of ways to contact us with a complaint:

Call us: 0818 542 542
Email us: customerservice@icsmortgages.ie
Write to us: ICS Mortgages, PO Box 1077, Maynooth, Co. Kildare.

If you decide to make a complaint in writing, please state your mortgage account number and your phone number so we can contact you directly.

What is the process?

Within 5 business days of receiving your complaint, we will confirm that we have received it and that it is being investigated.
All issues you raise will be fully investigated and we will be in touch with a solution or an explanation within 20 business days. However, if we need more time to investigate your complaint we will let you know and keep you up to date on our progress.

What can you do if you are not satisfied?

We make every effort to investigate all complaints and reach a satisfactory outcome with our customers, but if you are not satisfied with the way your complaint is handled you can refer the matter to the Financial Services Ombudsman. This is an independent office that investigates unresolved complaints against Financial Institutions.

Financial Service Ombudsman Contact Details
The Financial Services Ombudsman
3rd Floor, Lincoln House, Lincoln Place, Dublin 2.
Phone: +353 1 6620899
Lo Call: 1890 88 20 90
Email: enquiries@financialombudsman.ie
FSO process for making a complaint