Making a Complaint
We’re constantly working to provide you with excellent customer service and we always welcome your feedback.
We’re committed to dealing efficiently and effectively with your complaint and we take all complaints very seriously. Our commitment doesn’t stop there – we record, evaluate and analyse our complaints to help us improve the level of service we give our customers.
Our process for dealing with a complaint is set in line with regulations laid down by the Central Bank of Ireland in the Consumer Protection Code 2012.
Dealing with your complaint
If we don’t have all the information we need and so can’t deal with your complaint straight away, we’ll acknowledge that we’ve received it within five business days and let you know who is dealing with your complaint. We will then investigate your complaint in full and provide you with a response following completion of our investigation.
Keeping you informed
We’ll keep you informed about how your complaint is progressing at all times. If we have not completed our investigation into the issues you have raised within 20 business days of the date of receipt of your complaint, we’ll write to you confirming our investigation is ongoing and we will provide you with a final response as soon as our investigation is complete.
Still not satisfied?
If you’re not satisfied with the outcome of your complaint, you can refer it to the relevant authority
which will be clarified for you on our final response letter.
Our Complaints data
to view our Complaints data.