We have a commitment to you when handling your complaint.
We’re committed to offering you products and services of the highest standard. If you feel we’ve fallen short of this, we’d like to know so that we can put things right. Your feedback is very important to us and helps improve the service for all our customers.
You can contact us either by phone or in writing. Please use the following contact details:
You can get in touch by phone at:
You can get in touch by email at:
You can get in touch by writing to:
Close Brothers Premium Finance Ireland
Building 1, Swift Square
Santry Demesne
Northwood
Dublin 9 D09A0E4
Wherever possible, we’ll attempt to resolve the matter during your initial phone call to us, or we may attempt to call you back where appropriate. In cases where we need to undertake a more detailed investigation, or we’ve been unable to speak with you, we’ll acknowledge your complaint in writing within five working days of receiving it. Where possible, we’ll give you with a full response within this acknowledgement letter.
Note: If we receive a complaint outside normal working hours, it’s treated as if it had arrived at the start of the next working day.
We’ll always try to resolve your complaint as quickly as possible, but sometimes this isn’t possible. If we haven’t included a decision in your acknowledgement letter, we’ll be in touch to explain why. This may be up to 20 days after your acknowledgement letter as we may need to carry out additional investigations (e.g. listening to recorded calls or awaiting additional information from your broker).
In the unlikely event that we’ve not finished investigating your complaint 40 business days after we received it, we’ll send you a further letter to:
Once we’ve fully investigated the matter, we’ll write to you confirming our decision, how we reached this decision, and any offer of redress if this is appropriate. If you’re unhappy about our response, you may refer the matter to the Financial Services and Pensions Ombudsman (FSPO).
The FSPO is an independent service provided free for consumers. You can contact them using the details below:
Address: Financial Services and Pensions Ombudsman, Lincoln House, Lincoln Place, Dublin 2, D02 VH29.
Telephone: 01 567 7000
Email: info@fspo.ie