If you’re not happy about something, this is what we promise:
- We’ll listen to what you have to say.
- We’ll do everything we can to put things right.
- We’ll take the time to learn how we can do things better next time.
First you need to get in touch with us, there’s lots of ways to do this:
First of all, we apologise our service is not up to your expectations. We will get back to you as soon as we can to resolve this issue and aim to do so within 3 working days if at all possible.
For retail related complaints, if we cannot resolve within this timeframe, we will provide you with regular updates with regard to your complaint.
For financial services related complaints, if we cannot resolve within this timeframe, we will escalate this to our complaints handlers, who will write to you within 5 working days. They may need some more information and if so they may need to reach out to you.
Our complaints handler will keep you informed and will aim to resolve this complaint as soon as possible but will write to you by 20 working days with an update if your complaint is not resolved by then. Some complicated complaints may take longer and therefore we will provide an update on day 40 (working days). We will conclude in writing with what is called our “final response”.
If you are still unhappy with our response, you are entitled to bring your complaint to the Financial Services and Pensions Ombudsman (FPSO), for free. But you have to do this within 6 months of the date of our final response.
These are the contact details for the FSPO:
Email: info@fspo.ie
Write: Lincoln House, Lincoln Place, Dublin 2, D02 VH29
Call: 01 567 7000
Go online: www.fspo.ie