Complaints Procedure

How to make a complaint

If you are unhappy with any aspect of our service, we want to hear from you. Please contact our Complaints Officer by any of the following methods:

What happens next

1. Acknowledgement — We will acknowledge receipt of your complaint within 5 business days.
2. Investigation — We will investigate your complaint thoroughly and keep you informed of progress.
3. Resolution — We aim to resolve all complaints within 40 business days. If we cannot resolve it within this timeframe, we will write to you explaining why and give an estimated resolution date.
4. Final response — We will issue a final written response setting out our findings and any action taken.

If you are not satisfied

If you are not satisfied with our final response, or if your complaint has not been resolved within 40 business days, you may refer the matter to the Financial Services and Pensions Ombudsman (FSPO). The FSPO provides an independent dispute resolution service free of charge.

Central Bank of Ireland

You also have the right to report concerns about our conduct to the Central Bank of Ireland at centralbank.ie.