Complaints Procedure
At Once Mortgages Ltd
Complaints Handling Procedure
At Once Mortgages Ltd is committed to providing a high standard of service to all of our customers. We take all complaints seriously and aim to resolve complaints fairly, promptly, and transparently in accordance with the Consumer Protection Code issued by the Central Bank of Ireland.
This procedure was updated as of March 2026
How to Make a Complaint
If you are dissatisfied with any aspect of our service, you may make a complaint by contacting us using any of the following methods:
By Email
By Post
David O’Mahony
At Once Mortgages Ltd
11a Georges Quay, Cork
By Telephone
0214315815
To help us investigate your complaint efficiently, please include:
Your full name and contact details
Details of your complaint
Relevant dates and reference numbers
Copies of any supporting documentation
Our Complaints Process
Acknowledgement of Complaint
We will acknowledge your complaint in writing within 5 business days of receipt.
Investigation
Your complaint will be investigated thoroughly, fairly, and impartially by a member of staff with the appropriate authority and competence.
We may contact you during the investigation process if further information or clarification is required.
Resolution Timeframe
We aim to resolve all complaints as quickly as possible.
A full written response will be issued to you within 40 business days of receipt of your complaint.
Where we are unable to provide a final response within this timeframe, we will:
explain the reason for the delay,
provide an update on the progress of the investigation, and
advise when a further response can be expected.
Keeping You Updated
Where a complaint remains unresolved after 20 business days, we will provide you with a written update on the progress of the investigation.
Financial Services and Pensions Ombudsman (FSPO)
If you are not satisfied with the outcome of our investigation, or if your complaint has not been resolved within 40 business days, you may refer your complaint to the Financial Services and Pensions Ombudsman.
Contact Details
Financial Services and Pensions Ombudsman
Lincoln House
Lincoln Place
Dublin 2
D02 VH29
Telephone: +353 1 567 7000
Email: info@fspo.ie
Website: www.fspo.ie
Record Keeping
At Once Mortgages Ltd maintains records of all complaints received and the actions taken to resolve them in accordance with regulatory requirements.
Our Commitment
We value customer feedback and use complaints as an opportunity to improve our services, processes, and customer experience.
At Once Mortgages Ltd is committed to handling complaints professionally, fairly, and in compliance with all applicable regulatory obligations.