When a Complainant (person making the complaint) contacts the Bureau he will be sent a Complaint Form to be signed and returned to the Bureau. This Complaint Form should be returned within 14 days to the Bureau. It should be accompanied with any letters or documents which the Complainant has sent and/or received from the Financial Services Provider (Provider).
When the Complaint Form is received by the Bureau it is assessed to determine whether it falls within the remit of the Bureau, as delineated by the Central Bank and Financial Services Authority of Ireland Act 2004. It may be necessary to request further information from the Complainant at this point.
If the matter is deemed to be outside the remit of the Financial Services Ombudsman's Bureau, the Complainant will be informed as to why it cannot be investigated.
If the matter is deemed to be within the remit of the Financial Services Ombudsman's Bureau remit, the Complainant will be advised of the Bureau's procedures and advised to write to a nominated member of Senior Management in the Provider outlining his complaint and requesting a Final Response. The Complainant should keep a copy of this letter to the Provider.
If the Complainant is not satisfied with the Provider's response, he must submit the Final Response letter to the Bureau within 15 working days of the Provider issuing same.