When things go wrong, you may wish to raise a complaint with us.
Our complaint’s procedure is set out below.
We will:
- do our best to deal with your complaint as effectively and quickly as possible;
- acknowledge your complaint in writing within 5 working days of receiving it;
- provide you with a point of contact;
- provide you with updates on the progress of the investigation into your complaint at least every 20 working days; and
- attempt to investigate and resolve your complaint within 40 working days of receiving it.
Any telephone calls made in connection with this complaint may be monitored or recorded for training and quality control purposes.
We will do our best to resolve your complaint. However, if you remain unhappy at the end of the complaint process and you fit the complainant profile described by the Financial Services and Pensions Ombudsman (FSPO), you can escalate your complaint to them. Their contact details are: -
Address: Lincoln House, Lincoln Place, Dublin 2, D02 VH29.
Tel: (01) 567 7000
Email: info@fspo.ie
Website: www.fspo.ie
You can find more information about how to make a complaint on the FSPO website https://www.fspo.ie/make-a-complaint/