Complaints Procedure
How to raise a complaint
We are committed to providing a service of the highest standard. However, we appreciate that sometimes things can go wrong. If they do, we want you to tell us so that we can put things right as soon as possible. All feedback, whether positive or negative, is used to help improve our ongoing service to our customers.
We have set out a simple process to raise a complaint with us:
1. Logging a complaint
You can raise a complaint to us in any of the following ways:
Call us
Calling us is usually the fastest way to resolve your complaint and our team is here to help.
You can call us Monday – Friday from 9:00 am – 5:00 pm at +353 (0)1 460 4888
Email
Send us an email with the details about your complaint and we will respond to you as soon as possible.
Write to us
If you’d prefer to write to us, please ensure you include all relevant information that led to the complaint. We’ll let you know when we’ve received your letter and have begun to investigate.
Please address your letter to:
Unit B3
Nangor Road Business Park
Nangor Road
Dublin 12, D12 PK70
2. We will acknowledge your complaint
However you choose to contact us, we’ll aim to resolve your complaint straight away. If that’s not possible, you’ll receive an acknowledgement email from us within 24 hours of receipt of your complaint.
3. We will fully investigate your complaint
Our aim is always to resolve your complaint as quickly as possible, however, it may take some time to investigate the matter thoroughly to ensure the best possible resolution for you.
Your complaint will be fully investigated by one of our team. They will assess the details of your complaint thoroughly, fairly and impartially in order to reach a resolution. To help with their investigations, they may need to contact you to request any additional information.
Some complaints are more complex and require more time to resolve – where we haven’t resolved the issue within three working days of acknowledgement of your complaint, we will write to you via email to confirm our latest position.
For issues that will take longer than three working days to resolve, we will aim to provide a final response letter to you within 10 working days where possible from the date we received your initial complaint.
4. We will notify you of the outcome
Once we have completed our investigation, we will confirm our outcome with you. We will always try to inform you of our decision over the phone, where possible.
Additionally, we will confirm our decision in writing to you in a final response letter. This will detail the outcome of our investigation and what we’ll do to put things right.
If you’re not happy with the outcome provided in the final response letter or the complaint has not been resolved within eight weeks from the date of receipt, you have the right to refer your complaint to an Alternative Dispute Resolution.