Complaints
Version 2026.4 Effective from April 2026
If you wish to make a complaint about any aspect of our service, please contact us using one of the following methods:
- In writing: Finplan Ltd, Bankside, Charlemont Place, Dublin 2, D02 H590
- By email: info@finplan.ie
- By telephone: 01 4433 010
We are committed to resolving your complaint fairly and promptly.
We will:
- Give the complainant the name of the individual(s) handling the complaint on acknowledgement of the complaint.
- Acknowledge receipt of the complaint within 5 working days.
- Provide written updates at intervals not greater than 20 business days.
- Investigate and resolve the complaint within 40 business days of receipt where possible.
- Where not resolved within 40 business days, notify the complainant in writing of the anticipated timeframe for resolution and of their right to refer the complaint to the Financial Services and Pensions Ombudsman (FSPO).
- Notify the complainant in writing within 5 working days of the conclusion of our investigation.
- Advise the complainant of their right to refer the matter to the FSPO in our final response letter.
Customer Complaint Handling
All complaints received will be recorded and reviewed regularly. We aim to learn from complaints to continuously improve our service. All staff are trained in our complaints handling procedures to ensure that complaints are dealt with in a consistent and professional manner.
Where we are unable to resolve your complaint to your satisfaction, or if 40 business days have elapsed since you made your complaint, you have the right to refer your complaint to the Financial Services and Pensions Ombudsman.
Financial Services and Pensions Ombudsman (FSPO)
If you are not satisfied with our response, you have the right to refer your complaint to the Financial Services and Pensions Ombudsman (FSPO). The FSPO is an independent body that deals with unresolved complaints from consumers about their individual dealings with financial service providers.
Financial Services and Pensions Ombudsman
Lincoln House, Lincoln Place, Dublin 2, D02 VH29
Tel: (01) 567 7000
Email: info@fspo.ie
Web: www.fspo.ie