If we can't resolve the matter straight away?
Wherever possible, we will attempt to resolve the matter on first contact with yourself. Where a more detailed investigation is required, or we have been unable to speak with you, we will acknowledge your complaint in writing within five working days of receiving it and provide you with the contact details of your complaint handler. If we receive a complaint outside normal working hours, it is treated as if it had arrived at the start of the next working day.
Complaints that require further investigation
We will always try to resolve your complaint as quickly as possible. If we are unable to do this, we will write to you within 20 working days to update you on the progress we have made.
In the unlikely event that it takes longer than anticipated to investigate your complaint we will write to you within 40 working days:
- Explaining why we have been unable to reach a decision
- To let you know when you can expect our final decision
- Provide contact details for the Financial Services and Pensions Ombudsman and explain their service
Once we have fully investigated your complaint, we will write to you confirming our decision within five working days, where applicable the terms of any offer of redress to be offered and the details of the Financial Services and Pensions Ombudsman. The FSPO is a statutory officer who deals independently with unresolved complaints from consumers. If we are unable to resolve your complaint in relation to your finance agreement and you are either: (i) An Individual, (ii) A Limited Company, (iii) A Sole Trader, (iv) A Trust, (v) A Club, (vi) A Charity, or (vii) A Partnership, with an annual turnover of less than €3m annually you may be above to refer it to the FSPO.
Should you be dissatisfied with our response you may contact the FSPO, using the contact details below:
- Address: Financial Services and Pensions Ombudsman, 3rd Floor, Lincoln House, Lincoln Place, Dublin DO2 VH29
- Telephone: +353 1567 7000
- Email: email@example.com
- Website: http://www.fspo.ie/
Should you wish to discuss the handling of your complaint or our complaint procedures you can also contact our Customer Services Team on: +353 (0)818 82 7893 or email us at firstname.lastname@example.org