Our Complaints Procedure

These Terms of Business applicable from 24/03/2026 set out the general terms under which we will provide business services to you and the respective duties and responsibilities of both us and you in relation to such services. Please ensure you read these terms thoroughly and if you have any queries, we will be happy to clarify them. If any material changes are made to these terms, we will notify you. We confirm these terms of business are up to date.

How to Make a Complaint

If you wish to make a complaint to us, please contact us with an outline of your complaint. When we receive a complaint from a client, we will confirm receipt within 5 working days, unless we have already resolved the complaint to their satisfaction and no further action is required.

If a complaint is made verbally, we offer the complainant the opportunity to have it treated as a written complaint. In this case, we will write to the client to agree and outline our understanding of their complaint.

What We Will Do

Give the complainant the name of the individual looking after their complaint.
Provide the complainant with written updates at intervals of no greater than 20 business days.
Investigate and resolve the complaint within 40 business days from the date of receipt.
If a complaint cannot be resolved within 40 working days, notify the complainant in writing of the new timeframe and of their right to refer the matter to the Financial Services and Pensions Ombudsman (FSPO), providing full contact details.
On completion of the investigation, notify the complainant in writing. Where a full resolution has been agreed with the client, a final response letter will be issued accordingly.
Advise the complainant in the final response letter of their right to refer the matter to the Financial Services and Pensions Ombudsman and provide contact details.

Customer Complaint Handling

Resolution of complaints will normally be achieved by providing:

An explanation to the complainant for any acts or omissions that have occurred.
An apology where appropriate.

Financial Services and Pensions Ombudsman

If you are not satisfied with our response, you have the right to refer your complaint to the Financial Services and Pensions Ombudsman:

Financial Services & Pensions Ombudsman
Lincoln House, Lincoln Place, Dublin 2
Lo-call: 01 567 7000
Email: info@fspo.ie
Web: www.fspo.ie