We are committed to dealing with any appeals or complaints as quickly and fairly as possible. We hope that you will not need to make a complaint about us or raise an appeal. If you are not satisfied, we want to hear from you so we can address your concerns.
You have a right to appeal:
You can appeal in writing at any time up to 22 business days from the date of our letter explaining our decision. Send the appeals letter to:
The Appeals Board
c/o Customer Resolution Centre,
PTSB, PO Box 13769 South City Delivery Office, Togher, Cork.
We will send you a written acknowledgment of your appeal within 5 business days. The Appeals Board will make a decision on your appeal within 40 business days of receiving your appeal.
Once the Appeals Board has made a decision on your appeal, it will write to you within 5 business days to inform you of its decision.
If you are unhappy with the outcome of your appeal, you may refer the matter to the Financial Services and Pensions Ombudsman (FSPO). The Ombudsman is an independent mediator whose services are available free of charge.
Phone: (01) 567 7000. Lines are open Monday to Friday, 9am to 1pm and 2pm to 5pm
Website: Financial Services and Pensions Ombudsman
Email: info@fspo.ie
Postal address:
Financial Services and Pensions Ombudsman, Lincoln House, Lincoln Place, Dublin 2, D02 VH29.
We are committed to providing our customers with the highest standards of service. If you have a complaint, we want to know! We will address the issue as quickly and as fairly as possible.
You can be sure that we will deal with your complaint fairly, courteously and promptly. We will log and investigate your complaint as quickly and efficiently as possible. We will look at all the facts of your complaint and all issues raised on the basis of all the evidence available to us. Then, we will determine a fair and reasonable outcome.
If we need to ask for more information about your complaint, we will contact you.
You have several ways to voice your concerns.
However you choose to make a complaint to us, please provide your phone number so we can contact you to discuss it.
Please note: Any letters or online forms received after 5.30pm will be dealt with on the next working day.
If you are not satisfied with our initial response to your complaint, we encourage you to contact us to discuss the matter further. You can call us on 0818 818 700 or by using the contact information provided in your Final Response Letter.
If you are still not satisfied after contacting us again, you have the option to make a complaint to the Financial Services and Pensions Ombudsman (FSPO). They can help you resolve your complaint through mediation or through investigation and adjudication.
For more information, see the booklet: How to make a complaint to the FSPO.
Phone: (01) 567 7000. Lines are open Monday to Friday, 9am to 1pm and 2pm to 5pm
Website: Financial Services and Pensions Ombudsman
Email: info@fspo.ie
Postal address: Financial Services and Pensions Ombudsman, Lincoln House, Lincoln Place, Dublin 2, D02 VH29.
