Customer Complaints Policy - Irish Bank Resolution Corporation ...

• Step 7. Following this process, should your complaint remain unresolved you will receive an update of the
anticipated timeframe within which IBRC hopes to resolve the complaint.
• Step 8. If your complaint still has not been resolved or resolved to your satisfaction, you may refer the
complaint to the Financial Services Ombudsman or the Pensions Ombudsman.
Financial Services Ombudsman,
Office of the Pensions Ombudsman
3 rd Floor, Lincoln House The Pensions Board,
Lincoln Place
Verschoyle House,
Dublin 2
28-30 Lower Mount Street,
Lo call: 1890 88 20 90 Dublin 2
Tel: +353 1 6620899 Tel: +353 1 6131900
Fax: +353 1 6620890 Lo call: 1890 656565
E-mail: enquiries@financialombudsman.ie
Email: info@pensionsboard.ie
Step 9. If a complaint is raised by the Central Bank of Ireland or a relevant Ombudsman on your behalf, it
will be dealt with as follows:
(1) We will acknowledge receipt of the complaint within five working days.
(2) If the complaint has not already gone through our formal process above, we will enter it into that process
and advise the Central Bank of Ireland or the Ombudsman of this.
(3) If the complaint has been through our formal process above, we will review the outcome and reply to the
Central Bank of Ireland or the Ombudsman within twenty five working days or the timeframe specified by the
relevant authority.
• Step 10. All correspondence on customer complaint related issues will be retained for a minimum period of
six years from the date of the last correspondence on the issue.
Making a Complaint
To make a complaint, you may contact any member of staff or the Head of the relevant Business Section at:
Irish Bank Resolution Corporation Limited
IBRC Assurance Company Ltd
Stephen Court
Heritage House
18/21 St. Stephen’s Green 23 St. Stephen’s Green
Dublin 2 Dublin 2
Continual improvement of customer service
As part of IBRC's Customer Complaints Resolution Policy, any issue that results in customer dissatisfaction is
thoroughly investigated to ensure that IBRC’s customer service standards are preserved.
Irish Bank Resolution Corporation Limited is regulated by the Central Bank of Ireland.
IBRC Assurance Company Limited is regulated by the Central Bank of Ireland.
May 2012