Getting in touch

If you want to contact us, for whatever reason, one of our trained Mortgage Specialists will be happy to help you. Simply contact us using one of the methods below.

New Customers

Telephone: 0845 603 9273*
Lines are open 8.30am – 6pm Monday to Friday and 10am - 1am Saturday
Email: direct.mortgages@bristol-west.co.uk
Fax: 0117 909 0042

Post:
Giraffe
PO Box 27
One Temple Quay
Bristol
BS99 7AX

Existing Customers

Telephone: 0117 943 2001*
Lines are open 8.30am – 6pm Monday to Friday and 10am - 1am Saturday
Email: customer.advantage@bristol-west.co.uk

For press enquiries:

Please contact:

Sandra Grandison
Corporate Communications Manager
Tel: 020 3201 6509
Mob: 07912 298 013
Email: sandra.grandison@boiuk.com

Claire Gorman
Media Relations Manager
Tel: 020 7634 3448
Mob: 07590 600 418
Email: claire.gorman@boiuk.com

Our complaints procedure

If you have a complaint about our service, please tell us. We want to put things right first time. And, with the help of your comments, we can improve our services.

There are three steps to follow when you make a complaint:

Step 1

Speak or write to the business centre or department that has given you the service you want to complain about. We can usually sort out the complaint straight away. If we cannot, we will tell you how long it will be before we can give you an answer.

Step 2

If you are still not happy, speak or write to one of our Customer Relations Centres. For mortgage related issues the phone number is 0845 603 1936*. Our lines are open from 9.00 am to 5.00 pm Monday to Friday. We will take the details of your complaint, and pass it to the right person, who will ring you back within two working days. If you want to put your complaint in writing, please address it to:

Customer Relations Centre
Giraffe
PO Box 27
One Temple Quay
Bristol
BS99 7AX

When we receive your letter of complaint we will reply to you within five working days. We will always deal with your complaint as quickly as we can and we aim to resolve it within 15 working days. However, in some cases it may take us a little longer. If this is the case we will keep you updated by sending you a further letter, advising you of the current status of your complaint, within four weeks of receiving it.

If we have not been able to deal with your complaint within eight weeks of receiving it we will write to you and explain the stage we have reached and what we plan to do next. If at this stage you are not happy with the progress we have made you have the option of referring your complaint to the Financial Ombudsman Service.

Step 3

If you have a complaint that Giraffe does not resolve to your satisfaction, the Financial Ombudsman Service may be of assistance. They can help resolve disputes between banks and their customers. They are entirely independent, and the service is free of charge to consumers. Ask us for a leaflet or contact the Financial Ombudsman Service for details at:

The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London E14 9SR
Phone: 0845 080 1800
Email: enquiries@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk

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*All calls will be recorded for training and monitoring purposes. Lines are open 8:30am - 6pm Monday to Friday, 10am - 1pm Saturday.

YOUR HOME MAY BE REPOSSESSED IF YOU DO NOT KEEP UP REPAYMENTS ON YOUR MORTGAGE.

Subject to status. Written illustrations are available on request. All information correct as at 15/10/2008.

Borrowers must be 18 or over unless otherwise stated. Giraffe only lend within the UK. Giraffe is a trading name of the Governor and Company of the Bank of Ireland which is authorised by the Irish Financial Regulator and authorised subject to limited regulation by the Financial Services Authority. Details about the extent of our authorisation and regulation by the Financial Services Authority are available from us on request.

The address for services is: One Temple Back East, Temple Quay, Bristol BS1 6DX. Telephone: (0117) 979 2222. Fax: (0117) 929 3787. Website: www.giraffemoney.co.uk

The Governor and Company of the Bank of Ireland, incorporated in the Republic of Ireland with limited liability, Registered in England and Wales with branch number BR000459. VAT No. GB168 1961 35.