Complaints Procedure

1. We will establish and maintain a complaints file and all complaint records will be kept for six years.
2. Where we receive an oral complaint, we will offer you the opportunity to have the complaint handled in accordance with our Firms’ complaints handling process. The Firm will investigate the complaint based on our understanding of the issue raised.
3. We will permit and facilitate submission of complaints in writing by post and by electronic means.
4. We will implement and maintain systems and controls to effectively track, monitor and manage the progress and resolution of complaints.
5. We will acknowledge each complaint in writing within five working days of receipt. This acknowledgement will include a copy of these procedures and notification that the complainant may refer the matter to the Financial Services and Pensions Ombudsman (FSPO) if they are not satisfied with the outcome of our investigation, or if the complaint has not been resolved within 40 business days, which is the timeframe within which our Firm aims to resolve complaints. Contact details for the FSPO will also be provided.
6. We will provide you with a point of contact in relation to the complaint until the complaint is resolved or all steps of our Firm’s complaints handling procedures have been exhausted.
7. We will investigate the complaint as quickly as possible and will provide you with regular updates, on paper or another durable medium, on the progress of the investigation. Updates will be provided at intervals of no greater than 20 working days, starting from the date on which the complaint was received.
8. We will endeavour to investigate and resolve the complaint within 40 working days of receiving it. Where the 40 working day period has elapsed and the complaint has not been resolved, you will be informed of the anticipated timeframe within which our Firm hopes to resolve the complaint. You will also be advised of your right to refer the matter to the Financial Services and Pensions Ombudsman (FSPO) and the contact details of the Ombudsman will be provided.
9. Within five working days of completing our investigation, we will advise you on paper or on another durable medium of:
   
   1. The outcome of the investigation, including the reasons for that decision,
   2. Where applicable, the terms of any offer or settlement being made,
   3. That the you has the right to refer the matter to the Financial Services and Pensions Ombudsman (FSPO), and
   4. The contact details for the Ombudsman.

If in the event, you are dissatisfied with the outcome of our investigation, you are entitled to refer the matter to the Financial Services & Pensions Ombudsman, contact details below:

Financial Services and Pensions Ombudsman
Lincoln House, Lincoln Place, Dublin2, D02 VH29

Telephone: 01 567 7000
Email: info@fspo.ie
Website: www.fspo.ie