Complaints Procedure
At Brennan Wealth Group, we aim to provide a high standard of professional service and advice. However, we recognise that there may be occasions when you are dissatisfied with our service.
If something has gone wrong, we want to know about it so that we can investigate the matter and try to put things right.
You will not be disadvantaged for making a complaint.
How to Make a Complaint
You can make a complaint:
By Email:
[email protected]
By Post:
Brennan Wealth Group
Redgap, Ratcoole, Co. Dublin
Complaints may be made verbally or in writing. If you make a complaint verbally, we may ask you to confirm the details in writing so that we can ensure we have a clear understanding of the matter.
What Information Should You Provide?
To help us investigate your complaint, please provide as much information as possible, including:
- Your name and contact details.
- The nature of your complaint.
- The service or product involved.
- Relevant dates.
- The name of the person you dealt with, where applicable.
- Details of any relevant conversations or correspondence.
- Copies of documents that support your complaint.
- The outcome you would like us to consider.
Acknowledgement
We will acknowledge your complaint in accordance with the applicable regulatory requirements.
Our acknowledgement will explain how your complaint will be handled and provide details of the relevant contact point for your complaint.
Investigation
We will investigate your complaint fairly, thoroughly and as promptly as reasonably possible.
A designated person or point of contact will be available to deal with your complaint throughout the complaints process.
Where the complaint remains unresolved, we will provide appropriate updates regarding the progress of our investigation.
Final Response
Once our investigation is complete, we will provide you with a written response explaining:
- The outcome of our investigation.
- The reasons for our decision.
- Any corrective action or remedy we propose, where applicable.
- Details of your right to refer the matter to the Financial Services and Pensions Ombudsman if you remain dissatisfied.
Financial Services and Pensions Ombudsman
If you remain dissatisfied after our complaints process has been completed, you may be entitled to refer your complaint to the Financial Services and Pensions Ombudsman (FSPO).
The FSPO is an independent, impartial and free service for resolving complaints against financial service providers and pension providers.
Financial Services and Pensions Ombudsman
Lincoln House
Lincoln Place
Dublin 2
D02 VH29
Ireland
Telephone: +353 1 567 7000
Email: [email protected]
The FSPO can also be contacted through its online complaint service.
The FSPO confirms that consumers should first give their financial service provider an opportunity to resolve the complaint.
Accessibility
If you require reasonable assistance in making a complaint, please let us know. We will make reasonable efforts to accommodate your requirements.
Our Commitment
We take complaints seriously and view them as an opportunity to improve our service.
Our objective is to handle every complaint fairly, professionally and within the applicable regulatory timeframes.