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Complaints

At PTSB, we’re committed to providing the highest standard of service. If something hasn’t gone right, we want to hear from you. Your feedback helps us improve, and we’ll do everything we can to put things right.

 

Our promise to you

We’ll treat your complaint fairly, respectfully, and as quickly as possible. We’ll look at all the facts and work to find a fair and reasonable outcome. If we need more information from you, we’ll be in touch.

 

How can I make a complaint?

There are several options to voice your concerns.

  • Online complaint form: Complete and submit our online complaint form and our dedicated complaints team will get in touch with you.
  • Contact our Open24 Team: Call us on 0818 50 24 24 or +353 1 212 4101 (from abroad). Lines are open from 9am to 5pm Monday to Friday (excluding public holidays). If you contact us by phone, we will offer you the option of having your verbal complaint treated as a written complaint.
  • Written correspondence: Send your complaint in writing to our Customer Resolution Centre, PO Box 13769 South City Delivery Office, Togher, Cork.
  • Visit your local branch: Speak with one of your in branch advisors. If you contact us in person, we will offer you the option of having your verbal complaint treated as a written complaint.

Whichever method you choose to make a complaint to us, it is important that provide your phone number so we can reach out to discuss your complaint with you.

Please note: Any correspondence received after 5.30pm will be actioned the following working day.

 

What happens after I make a complaint?

  • Acknowledgement: If we can’t resolve your complaint straight away, we’ll send you a written acknowledgement within 5 working days. This will include your complaint reference number and the name of the person handling your case.
  • Investigation: We’ll look into your complaint thoroughly and fairly. If we need more information, we may contact you by phone or in writing. We’ll keep you updated if the investigation takes longer than expected.
  • Our response: Once we’ve completed our investigation, we’ll send you a Final Response Letter. This letter will explain the outcome of your complaint and any actions we’re taking.

 

Timelines

Under the Consumer Protection Code (CPC), we aim to resolve complaints within 40 working days.

If your complaint relates to a payment service (e.g. card transactions), under PSD2 regulations, we aim to respond within 15 working days (or 35 working days in exceptional cases).

 

What is a Final Response Letter?

This is our formal reply to your complaint. It means we’ve completed our investigation and are letting you know the outcome. If you’re happy with the response, no further action is needed.

 

What if I'm not satisfied with my Final Response Letter?

If you’re not happy with our Final Response, you can contact:

Who to contact Description Contact information
PTSB

Contact us again, we’re happy to talk things through. 

Phone: 0818 818 700. Lines are open Monday to Friday, 9am to 5pm (excluding public holidays)

Postal address: Customer Resolution Centre, PO Box 13769 South City Delivery Office, Togher, Cork.

Financial Services and Pensions Ombudsman (FSPO)
  • Complaints involving our service to individual and prospective customers.
  • Complaints from sole traders, partnerships, trust clubs, and charities with a turnover of €3 million or less.
  • Complaints around financial services, but there are some matters the FSPO cannot consider. These include, but are not limited to:
    • Complaints which have been the subject of legal proceedings which have not been stayed.
    • Complaints which are more appropriate to the Workplace Relations Commission, the Courts, or an alternative forum.
    • Complaints about which the FSPO have already issued a settlement agreement or a legally binding Decision.

Phone: +353 1 567 7000. Lines are open Monday to Friday, 9am to 1pm and 2pm to 5pm

Website: Financial Services and Pensions Ombudsman

Email: info@fspo.ie

Postal address: Financial Services and Pensions Ombudsman, Lincoln House, Lincoln Place, Dublin 2, D02 VH29.

Data Protection Commission (DPC)

 Deals with complaints involving your personal data, including data which you may have received as part of a Data Subject Rights Access.

Phone: +353 1 765 0100 

Website: Data Protection

Email: info@dataprotection.ie

Postal address: Data Protection Commission, 6 Pembroke Row, Dublin 2, D02 X963.

Workplace Relations Commission (WRC)

Deals with complaints involving your rights under the Equal Status Acts.

This includes any allegation that you have been discriminated against on the grounds of your gender, civil status, family status, sexual orientation, religion, age, disability, race, or membership of the Traveller Community.

Phone: +353 59 917 8990 

Website: Workplace Relations Commission (WRC)

Email: customerservice@workplacerelations.ie

Postal address: Workplace Relations Commission (WRC), O'Brien Road, Carlow, R93 E920.
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