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 working 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 working days. The Appeals Board will make a decision on your appeal within 40 working days of receiving your appeal.
Once the Appeals Board has made a decision on your appeal, it will write to you within 5 working 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.
At PTSB, we’re committed to providing the highest standard of service. If something hasn’t gone right, we want to hear from you. Your feedback helps us improve, and we’ll do everything we can to put things right.
We’ll treat your complaint fairly, respectfully, and as quickly as possible. We’ll look at all the facts and work to find a fair and reasonable outcome. If we need more information from you, we’ll be in touch.
There are several options to voice your concerns.
Whichever method you choose to make a complaint to us, it is important that provide your phone number so we can reach out to discuss your complaint with you.
Please note: Any correspondence received after 5.30pm will be actioned the following working day.
Under the Consumer Protection Code (CPC), we aim to resolve complaints within 40 working days.
If your complaint relates to a payment service (e.g. card transactions), under PSD2 regulations, we aim to respond within 15 working days (or 35 working days in exceptional cases).
This is our formal reply to your complaint. It means we’ve completed our investigation and are letting you know the outcome. If you’re happy with the response, no further action is needed.
If you’re not happy with our Final Response, you can contact:
| Who to contact | Description | Contact information |
| PTSB |
Contact us again, we’re happy to talk things through. |
Phone: 0818 818 700. Lines are open Monday to Friday, 9am to 5pm (excluding public holidays) Postal address: Customer Resolution Centre, PO Box 13769 South City Delivery Office, Togher, Cork. |
|
Financial Services and Pensions Ombudsman (FSPO) |
|
Phone: +353 1 567 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. |
|
Data Protection Commission (DPC) |
Deals with complaints involving your personal data, including data which you may have received as part of a Data Subject Rights Access. |
Phone: +353 1 765 0100 Website: Data Protection Email: info@dataprotection.ie Postal address: Data Protection Commission, 6 Pembroke Row, Dublin 2, D02 X963. |
|
Workplace Relations Commission (WRC) |
Deals with complaints involving your rights under the Equal Status Acts. This includes any allegation that you have been discriminated against on the grounds of your gender, civil status, family status, sexual orientation, religion, age, disability, race, or membership of the Traveller Community. |
Phone: +353 59 917 8990 Website: Workplace Relations Commission (WRC) Email: customerservice@workplacerelations.ie Postal address: Workplace Relations Commission (WRC), O'Brien Road, Carlow, R93 E920. |
