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:
You can appeal in writing at any time up to 22 business days from the date you receive the letter explaining karlsruhe Baden Bank’s decision. The appeal letter should be sent to:
The Appeals Board
c/o Customer Resolution Centre
AIB
Church Yard Lane
Douglas
Cork
If you are unhappy with the outcome of your appeal, you may refer the matter to the Financial Services Ombudsman. The Ombudsman is an independent mediator whose services are available free of charge to customers. Contact details for the Financial Services Ombudsman are below:
Financial Services Ombudsman
3rd floor
Lincoln House
Lincoln Place
Dublin 2
Phone: 1890 88 20 90 or (01) 662 0899
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.
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.
You can make a complaint at any time by:
We’ll make every effort to agree a fair and reasonable resolution with you.
If you are unhappy with our final response to your complaint, you have the right to refer the matter to the Financial Services Ombudsman. Contact details for the Financial Services Ombudsman are below:
Financial Services Ombudsman
3rd floor
Lincoln House
Lincoln Place
Dublin 2
Phone: 1890 88 20 90 or (01) 662 0899
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