Appeals and complaints

Complaints

We’re committed to providing our customers with the highest standard of service. If you have a complaint, we want to know! We’ll address the issue as quickly and as fairly as possible.

Our promise

You can be sure that we will deal with your complaint fairly, courteously and promptly. We will log and investigate your complaint as quickly and efficiently as possible. We will look at all the facts of your complaint and all issues raised on the basis of all the evidence available to us and determine a fair and reasonable outcome.

We may need to ask for more information about your complaint, in which case we will contact you as necessary to request further information.

How can I make a complaint?

You have several options to voice your concerns. 

• 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. 
• Contact our Open24 Team: Reach out to your Open24 Customers Agents on 0818 50 24 24. They will strive to resolve your issue right away. 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 to; Customer Resolution Centre, Churchyard Lane, Douglas, Co. Cork.
• Online complaint form: Complete and submit our online complaint form and our dedicated complaints team will get in touch with you.

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 next?

• We aim to resolve all issues where possible when you contact us.
• If we are unable to resolve your complaint within 5 business days, we will write to you to formally acknowledge your complaint and to provide you with a complaint reference number. We will also let you know the name and contact details of the person dealing with your complaint.
• Some complaints are more complex and cannot be resolved in the time we would like. While we investigate we will keep you updated.
• We may need to call you for further details in relation to the complaint and to keep you up to speed on our investigations. You may receive these requests by phone, SMS or in writing.
• Once all the details of your complaint have been investigated, we will issue you with a "Final Response Letter"

Please note: any correspondence received after 5.30pm will not be actioned until the next working day.

What if I am still not satisfied?

If you are not satisfied with our initial response to your complaint, we encourage you to contact us to discuss the matter further. You can reach us on 0818 818 700 or by using the contact information provided in your Final Response Letter.

If you remain dissatisfied after contacting us again, you have the option to escalate your complaint to the Financial Services and Pensions Ombudsman (FSPO). They can assist you in resolving your complaint through mediation or through investigation and adjudication. Find out more information about how to make a complaint to the FSPO. You can contact the FSPO by:

Phone number: (01) 567 7000. Lines are open Monday to Friday, 9am to 1pm and 2pm to 5pm.
Website: Visit their website.
Email: info@fspo.ie.