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,
Fourth Floor Heather House,
Heather Road,
Sandyford,
Dublin 18.
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.
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