Complaints Process

You can make a complaint through our online complaint form on our complaints webpage or you can phone our customer service team directly on 01-5632400. Once we receive your complaint, we will try to resolve it as quickly as possible. However, depending on how complex the issue is, we may need to take some more time to resolve it. In these cases, we will write to you within five working days to acknowledge your complaint, let you know what is happening with your complaint and who is looking into it for you.

Some issues are quite complex, and we may not be able to solve the problem immediately. If so, we’ll write to you within five working days. As part of the investigation, we may need to contact you to discuss the issue. We aim to settle matters as quickly and as fairly as possible. If we need to carry out a detailed investigation, we’ll keep you fully informed throughout the process.

When we have finished our investigation, we’ll write to you explaining the outcome.

If you are not satisfied with the outcome, you can refer your complaint to the Financial Services and Pensions Ombudsman (FSPO) which is an independent body.  You can email the FSPO at or telephone it on 01 567 7000.
You can also write to the FSPO office at Lincoln House, Lincoln Place, Dublin 2, D02 VH29
Information about the FSPO is also available from its website