Complaints Procedures

We (Castle View Financial Services) strive to provide excellent client experiences, if our service has not met your expectations, you have the right to complain.

 

We want to make it as easy as possible for you to make a complaint, so we have many ways in which you can contact us:

By Phone Our team is available on 056 772 6052

By Email You can email us gerry@cvfs.ie

In Writing CastleView Financial Service Ltd

Blanchfield Park

Clifden

Co Kilkenny

R95 AH58

 

 

• be approachable – we’ll make it easy for you to discuss the issue with us.

• listen – we’ll always give your complaint the attention it deserves.

• be fair – we’ll deal with you fairly, politely and promptly.

• explain – we’ll give you an explanation and apologise if our service hasn’t met your expectations.

We may need time to investigate more complex complaints

 

Some issues are quite complex, and we may not be able to solve the problem immediately. If so, we will write to you (by paper, email, SMS or another durable medium) within five working days giving you the name of the person dealing with your issue and letting you know when you can expect a full response. As part of the investigation, we may need to contact you to discuss the issue. We aim to settle matters as quickly and as fairly as possible. If we need to carry out a detailed investigation, we’ll keep you fully informed throughout the process.

Resolution

We aim to make it easy for you to deal with us and where possible we may use digital friendly options to communicate with you. When we write to you we may do so by email, SMS or another durable medium.

Where a detailed investigation into your complaint is required, we will acknowledge it in writing (by paper, email, SMS or another durable medium) within 5 business days and provide a written response on completion of our investigation.

For all complaints that require further investigation, we will further write to you (by paper, email, SMS or another durable medium) within 20 business days.  If we are unable to reach a conclusion within 40 business days, we’ll clearly explain the reason and advise you when we expect to provide a full response. We’ll keep you fully informed and will contact you every 20 days until the matter is settled.

Confirmation

When we have finished our investigation, we will write to you (by paper, by email, SMS or another durable medium) explaining the outcome.

 

We want to resolve complaints to your satisfaction whenever possible. If we cannot reach agreement with you, you can refer your complaint to the Financial Services and Pensions Ombudsman. The Financial Services and Pensions Ombudsman is an independent, impartial, fair and free service that helps resolve complaints with pensions providers and regulated financial services providers.

Financial Services and Pensions Ombudsman

Lincoln House

Lincoln Place

Dublin 2

D02 VH29