Our Quality of service

First class service is what you expect and what we aim to provide

We have very high standards but we are the first to admit that sometimes we make a mistake. If this happens please contact us straightaway and give us the chance to put things right.

Our approach to handling your complaint

We have a complaints procedure in place for handling complaints. If you have reason to complain, you are invited to make your complaint orally or in writing.

We will acknowledge and attempt to resolve the complaint to your satisfaction within 5 business days of receipt. We will fully investigate your complaint and will provide you with the details of the individual conducting the investigation of your complaint together with regular written updates on the progress of the investigation at intervals not greater than 20 business days. We will attempt to investigate and resolve your complaint within 40 business days of receipt of the complaint. Within 5 days of concluding our investigation we will inform you in writing of the outcome of the investigation or any other relevant information.

If you’re not satisfied

If you are not satisfied with the outcome of the investigation or if your complaint has not been resolved within 40 business days of receipt, we will inform you of your right to refer the matter to the Financial Services Ombudsman, 3rd Floor, Lincoln House, Lincoln Place, Dublin 2.