Complaints Procedure
We are committed to handling complaints fairly, effectively and in a timely manner, in accordance with the Consumer Protection Code 2025.
How to Make a Complaint
If you wish to make a complaint, please contact us and provide an outline of the matter giving rise to your complaint. Complaints may be made verbally or in writing.
Contact details:
Chartered Capital Financial Planning Ltd
53 Kenyon St, Nenagh, Co. Tipperary E45 XY81
Tel: 06752110
Email: planner@charteredcapital.ie
Acknowledgement of Complaints
When we receive a complaint, we will acknowledge receipt in writing within 5 business days, unless the complaint can be resolved to your satisfaction within that period and no further action is required.
Verbal Complaints
If a complaint is made verbally, we will offer the complainant the option to have the complaint treated as a written complaint. Where a verbal complaint is progressed, we will write to the complainant outlining our understanding of the complaint and will seek confirmation that it accurately reflects the issues raised.
Investigation and Handling of Complaints
We will:
- Confirm the name and contact details of the individual responsible for handling the complaint
- Investigate the complaint in a fair, impartial and objective manner
- Provide written updates on the progress of the complaint at intervals of not more than 20 business days
- Seek to resolve the complaint within 40 business days of the date the complaint is received
If a complaint cannot be resolved within 40 business days, we will write to the complainant explaining the reasons for the delay, outlining the expected timeframe for completion, and advising them of their right to refer the matter to the Financial Services and Pensions Ombudsman (FSPO). Full FSPO contact details will be provided at that time.
Outcome and Final Response
Once our investigation is complete, we will write to the complainant as soon as possible to outline the outcome. Where appropriate, this response will constitute a final response letter.
Where a resolution is agreed with the complainant prior to the issuance of a final response, the agreed outcome will be confirmed in writing.
Any final response letter will inform the complainant of their right to refer the matter to the Financial Services and Pensions Ombudsman, should they remain dissatisfied, and will include the FSPO’s contact details.
Customer Complaint Handling and Resolution
Complaints will be addressed in a transparent and proportionate manner. Resolution may include:
- A clear explanation of the issues raised and any act or omission that has occurred
- An apology, where appropriate
- Where relevant, corrective or remedial action
Vulnerable Circumstances
We recognise that some complainants may be experiencing vulnerable circumstances. Where this arises, we will take appropriate and reasonable steps to ensure that the complaint is handled with additional care, sensitivity and support, in line with our Vulnerable Circumstances Policy.