Complaints Process
Information on Goodbody’s Complaints Management Policy
Goodbody strives to provide a high level of service to all our clients. However, we realise and accept that there will be times when our service may fall short of clients’ expectations. Where this occurs, we invite clients to contact us, setting out their grievance so that we can review and resolve the issue, consider our standards and improve how we conduct our business in future.
If a client or potential client makes a complaint, it will be managed in line with Goodbody’s Complaints Management Policy which sets out how we’ll make all reasonable efforts to resolve complaints fairly and at the earliest opportunity, meeting client’s expectations and our regulatory obligations.
How to make a complaint
You can make a complaint to Goodbody in writing (by post or email), by phone, or in person with your Goodbody representative. To assist us in fully understanding and to establish the nature and circumstances of your complaint, Goodbody invites you to submit the complaint in writing.
You should submit your complaint to your Goodbody representative in the first instance, as follows:
Goodbody Wealth Management
- Goodbody Online clients: connect@goodbody.ie
- Other Wealth Management clients: your Goodbody representative.
Goodbody Investment Banking: your Goodbody representative.
Goodbody Asset Management: your Goodbody representative.
You may also call Goodbody on +353 1 667 0400 or email goodbody@goodbody.ie, addressing your complaint to the Head of Wealth Management, Head of Investment Banking or Head of Asset Management, as applicable.
On receipt of your complaint, our Complaints Management Policy sets out the following steps:
- Where we’re unable to resolve your complaint within 5 business days of receipt, we will acknowledge your complaint in writing and advise the name of your contact person or the team in Goodbody who will be your point of contact for the complaint.
- We will provide you with an update on the progress of the investigation of your complaint within 15 business days.
- Goodbody will endeavour to complete all investigation and resolve your complaint within 33 business days. Where it remains unresolved at this point, we will inform you of the estimated timeframe within which we hope to resolve your complaint. Where you are a ‘consumer,’ as defined in the Consumer Protection Code, we will also inform you that you may refer the matter to the Financial Services and Pensions Ombudsman (‘FSPO’), providing you with their contact information. We will provide an update to you every 20 business days thereafter until the complaint’s closure.
- Within 5 business days of the completion of our investigation, Goodbody will advise you of the outcome of our investigation. This may include the terms of any offer or settlement being made and where you are a consumer, we will explain that you may refer your complaint to the FSPO, including the contact details for the FSPO.
- Where we have completed our investigation into your complaint, and where you are not satisfied with the outcome, we will provide you with our ‘Final Response Letter’ which includes information on how to refer the complaint to the FSPO as well as Goodbody’s rationale in closing the complaint.
Financial Services Pensions Ombudsman (‘FSPO’)
The FSPO publishes information on their website (www.fspo.ie), including how to submit a complaint to them. The FSPO can be contacted by telephone on +353 1 567 7000, by email at info@fspo.ie or by writing to the Office of the Financial Services and Pensions Ombudsman, 3rd Floor, Lincoln House, Lincoln Place, Dublin 2, D02 VH29.