Complaints procedure
We have a commitment to you when handling your complaint.
Close Brothers Premium Finance Ireland, a trading style of Close Brothers Premium DAC, is committed to providing products and services of the highest standard. Should you feel we’ve fallen short of this, we would 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.
If you have a complaint
Should you wish to raise a complaint, you may contact us either by telephone or, if you prefer, in writing. Please use the following contact details:
By phone
Our call centre is available to take your calls between the hours of 9am and 5:30pm, Monday to Friday.
You can reach them on: 01 862 2560
By email
By post
Close Brothers Premium Finance Ireland Building 1, Swift Square Santry Demesne Northwood Dublin 9
If we can’t resolve the matter straight away
Wherever possible, we will attempt to resolve the matter during your initial telephone call to us, or we may attempt to call you where appropriate. Where a more detailed investigation is required, or we have been unable to speak with you, we will acknowledge your complaint in writing within five working days of receiving it. Where possible, we will provide you with a full response within this acknowledgement letter.
Note: If we receive a complaint outside normal working hours, it is treated as if it had arrived at the start of the next working day.
Complaints that require further investigation
We will always try to resolve your complaint as quickly as possible. However sometimes this is not possible. If we do not reach a decision in time to include it in your acknowledgement letter, as it was necessary to carry out additional investigations (eg listening to recorded calls or awaiting additional information from your broker), after 20 days we will explain why and let you know when we will next contact you.
In the unlikely event that we have not finished investigating your complaint 40 business days after we received it, we will send you a further letter to:
- Explain why we have been unable to reach a decision
- Let you know when you can expect our final decision
- Provide contact details for the Financial Service & Pensions Ombudsman and explain their service
Our response
Once we have fully investigated the matter, we will write to you confirming our decision, how it was reached and any offer of redress where this is appropriate. Should you be unhappy about our response, you may refer the matter to the Financial Services and Pensions Ombudsman (FSPO).
The FSPO is an independent arbitration service provided free for consumers. Should you be dissatisfied with our response you may contact the FSPO, using the contact details below:
Address: Financial Services and Pensions Ombudsman, Lincoln House, Lincoln Place, Dublin 2, D02 VH29.
Telephone: 01 567 7000
Email: [email protected]
Website: www.fspo.ie
Should you have any questions regarding your complaint or our complaint handling procedures please contact our Customer Services Team on 01 862 2560 or email us at [email protected]