Ireland complaints handling

Definition of a complaint

An expression of grievance or dissatisfaction by a consumer, either orally or in writing, in connection with:

1 The provision or the offer of the provision of a product or service to a consumer by a regulated entity

2 The failure or refusal of a regulated entity to provide a product or service to a consumer

Definition on consumer

or, subject to a turnover limit of €3 million in the preceding financial year:

a limited company
a Sole Trader
a Trust
a Club
a Charity
a Partnership

and you are:

a customer of a financial service provider
a person or body to whom a financial service provider has offered to provide a financial service
a person or body who has sought the provision of a financial service

Definition of a complainant

A persons who makes a complaint that is:

a) a consumer

b) an actual or potential beneficiary

c) a person acting on behalf of an actual or potential beneficiary

d) a person of a class specified in regulations made by the Minister

Timescales

A prompt acknowledgement of the complaint, in writing, within 5 (five) business days of the complaint being made.

An update on the progress of the investigation of the complaint, in writing, within 20 (twenty) business days of the complaint being made.

A final response should be provided within 40 (forty) business days of receipt of the complaint.

Once the 40 (forty) business days have passed and the complaint has not been resolved, to be advised of the expected timescale in which the complaint should be resolved.