Spry Finance Formal Complaints Handling Procedure
1) If we can resolve your complaint to your satisfaction within five business days, we will let you know and record the outcome and any action taken.
2) If your complaint is handled under our formal complaints process, we will acknowledge it in writing within five business days of receipt. We will give you the name and contact details of the person who will be your point of contact until the complaint is resolved or cannot be progressed further.
3) If the complaint remains open, we will provide you with progress updates in writing at intervals of not greater than 20 business days from the date your complaint was made.
4) We will attempt to investigate and resolve your complaint within 40 business days of receipt. If we cannot do so, we will explain the anticipated timeframe for resolution and provide details of your right to refer the matter to the Financial Services and Pensions Ombudsman.
Within five business days of completing our investigation, we will issue our final response. This will set out the outcome, the terms of any offer or settlement where applicable, and your right to refer the matter to the Financial Services and Pensions Ombudsman.
Financial Services and Pensions Ombudsman (FSPO)
Lincoln House, Lincoln Place
Dublin 2
D02 VH29
Tel: (01) 567 7000
Email: [email protected]
Website: https://www.fspo.ie
Feedback Procedure
At Spry Finance we are committed to providing a high quality and professional service to all our customers. We are continuously looking for ways to improve our services and product. If at any time you have suggestions on how we can improve our services or feedback in relation to your own customer experience, please let us know. Your feedback is important as it helps us to respond to your needs and to improve the services that we provide.
If you would like to provide us with feedback you can call us on (01) 5822 580 or email us at [email protected].
Or, if you would prefer, you can write to us at:
Spry Finance
2 Donnybrook Road
Dublin 4
D04 NN50
