Consumer Complaints Procedure
Our firm is authorised by the Central Bank o f Ireland and adheres to the Consumer Protection Code 2025. This procedure explains how w e handle consumer complaints to ensure fairness, transparency, and timely resolution.
Our Objectives
• Respond to complaints courteously, promptly, and fairly.
Take all reasonable steps t o resolve complaints in collaboration with the consumer.
• Ensure the complainant feels their concerns have been fully addressed while concluding
matters efficiently.
Receiving Complaints
• Complaints may be made orally or in writing (by post or electronically).
• If an oral complaint is received, w e will offer the consumer the option to have i t treated as a
written complaint under this procedure.
• Complaints can b e addressed to our Compliance Officer.
Procedures for Managing and Resolving Complaints
• We will make this procedure available i n a prominent place o n our website(s) and we will
provide a hard copy of i t to a consumer within 5 working days of a request from a consumer.
• This procedure will not apply where a complaint has been resolved, t o the satisfaction of the
consumer making the complaint, within 5 working days of receipt o f the complaint, provided
that a log o f the complaint be kept and maintained.
Acknowledgement of Complaint
1. Acknowledgement
Upon receipt of a complaint, we will acknowledge receipt of the complaint on paper or on
another durable medium within 5 working days of the complaint being received, and such
acknowledgement will include:
• Clear and complete details of our procedure for handling complaints
• Information o n the consumer’s right to refer the matter to a relevant ombudsman, if
applicable
• The contact details o f the relevant ombudsman.
2 . Point of Contact
We will provide the consumer making the complaint, or the person making the complaint on the
consumer’s behalf, with a points) of contact in relation to the complaint until the complaint i s
resolved or all steps of the complaints handling procedures have been exhausted.
Investigating and Resolving the Complaint
3 . Regular Updates
We will provide the consumer making the complaint with a regular update, on paper o r another
durable medium, on the progress of the investigation o f the complaint at intervals n o greater
than 20 working days, starting from the date o n which the complaint was received.
4 . Investigation Timeline
We will investigate and make reasonable efforts t o resolve the complaint within 40 working days
of having received the complaint.
5. I f Resolution Exceeds 40 Working Days
Where the 40 working day period has elapsed and the complaint is not resolved, we will:
• Notify the consumer making the complaint o f the anticipated timeframe within which
we hope to resolve the complaint,
• Where the consumer has a right to refer the matter to a relevant ombudsman, inform the consumer of their right t o refer the matter to the relevant ombudsman, and
• Provide the consumer with the contact details o f such ombudsman.
Completion of the Investigation
6. Final Response
Within 5 working days o f the completion o f an investigation, w e will advise the consumer making
the complaint o n paper o r another durable medium of:
• The decision a t the conclusion o f the investigation, including the reasons for that
decision,
• Where applicable, the terms of any offer or settlement being made to the consumer
making the complaint,
• Where the consumer has a right t o refer the matter t o a relevant ombudsman, the fact
that the consumer may refer the matter to the relevant ombudsman, and
• The contact details o f such ombudsman.
FSPO Contact Details
Financial Services and Pensions Ombudsman (FSPO)
Lincoln House, Lincoln Place, Dublin 2, D02 VH29
Phone: +353 1 567 7000
Website: www.fspo.ie