Our complaints process

Promoting high standards of service

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Here to help if you have a problem

You deserve the highest standard from us, but we understand that from time to time problems can arise. Our clients are important to us, that's why we do everything we can to resolve any complaint quickly and to your satisfaction.

When our service does not meet your expectations, our complaints process is here to give you a professional, fair and quick way to resolve any issues as soon as possible.

We use complaints as an opportunity to learn how we can do things better for our clients. That’s why we appreciate the feedback we receive as it helps us to improve our service. You can share your feedback with us to leave your suggestions on how we can make improvements.

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Contact our team

Step 1: In many cases, your dedicated point of contact will aim to resolve any issues you have.

When you speak to the team, please let them know what your complaint relates to and how we can help you. You can get in touch by either calling, emailing or writing to your dedicated relationship manager.

We’ll do everything we can to help you as quickly as possible without having to take your complaint further. To do this, we’ll discuss your concerns and gather all the information to help us investigate the issue you have raised. Our aim is to resolve complaints within 48 working hours of your initial contact. We will keep you updated throughout this process, so you understand what we are doing to help you, as well as provide details of our decision in writing.

Our escalation process

Step 2: If you are not happy with the outcome at stage 1, you have the opportunity for your complaint to be reviewed as part of our escalation process. Our aim is to resolve any complaints that progress to step 2 within 48 working hours.

Step 3: If we are unable to resolve your complaint, we then pass it to a senior director. They will contact you to discuss the issue and provide a mutually agreeable solution within 5 working days.

Step 4: If a mutually agreeable solution cannot be reached, you have the option to attempt to reach a resolution by mediation in accordance with the Centre for Dispute Resolution ("CEDR") Model Mediation Procedure.

To initiate a mediation, within 10 working days from the conclusion of Step 3, please provide notice in writing a ("Mediation Notice) requesting mediation of the complaint addressed to;
Bibby Financial Services Ireland,
Second Floor Heather House,
Heather Road,
Dublin 18.
D18 X2P7

On receipt of the Mediation Notice we will provide you with a list of independent mediators to choose from. Both sides will endeavour to agree the appointment of a mediator within 30 days from the Mediation Notice. In the event the parties cannot reach agreement on the appointment of a mediator, you may send a copy of the Mediation Notice to CEDR to nominate a mediator.  You will be obliged to bear your own costs of the mediation and each side shall share equally the mediator's costs.

Share your feedback

We encourage you to provide any comments on your experience that will help us in the future. If you would like to leave feedback or any suggestions for improvement, please share your feedback here.

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For technical support call 1800 818 368 from the Republic of Ireland or 0800 783 0314 from Northern Ireland