Have you a complaint?
To enable EUI to investigate and provide a thorough response to your complaint, EUI will need to form a good understanding of the issue(s). EUI would welcome hearing from you by email or by post with a brief explanation of:
• Why you feel dissatisfied with the service you have received.
• How you would prefer to be contacted about your complaint going forward.
• If there is anything in particular that you would like us to do to resolve your complaint.
Please address your concerns to: admin@euiprivatewealth.com
or to Complaints Section, EUI Private Wealth Ltd, 26 Upper Pembroke Street Dublin DO2 X361
What happens after I have made a complaint under this policy?
EUI will:
(a) EUI will acknowledge each complaint on paper or on another durable medium (pdf) within five business days of the complaint being received;
(b) EUI in its acknowledgment will provide the complainant with the name of one or more individuals appointed by EUI to be the complainant’s point of contact in relation to the complaint until the complaint is resolved or cannot be progressed any further;
(c ) EUI will let you know promptly if EUI need any further information from you to assist our investigation.
(d) EUI will provide the complainant with a regular update, on paper or on another durable medium, on the progress of the investigation of the complaint at intervals of not greater than 20 business days, starting from the date on which the complaint was made;
(e) EUI will attempt to investigate and resolve a complaint within 40 business days of having received the complaint; where the 40 business days have elapsed and the complaint is not resolved, EUI will inform the complainant of the anticipated timeframe within which the regulated entity hopes to resolve the complaint and will inform the consumer that they may be able to refer the matter to the relevant Ombudsman, and will provide the complainant with the contact details of such Ombudsman; and
(f) within five (5) business days of the completion of the investigation, EUI will advise the complainant on paper or on another durable medium of: (i) the outcome of the investigation; (ii) where applicable, the terms of any offer or settlement being made; (iii) that the complainant may be entitled to refer the matter to the relevant Ombudsman, and (iv) the contact details of such Ombudsman.
EUI will not charge you for investigating and responding to your complaint.
Your complaint will be investigated and handled independently of the investment services provided or being provided to you. This means that if the investment services you are being provided by EUI is ongoing it will continue to progress as normal and will not be affected by the complaints procedure, assuming no conflict of interests has arisen and that you continue to comply with the terms of our Client Agreement as set out in our engagement letter and Terms of Business.
Do I have to pay my bill if I have an open complaint?
Our terms of business provide that our services remain payable within 30 days regardless of the investigation of any complaint. However, please be assured that if the outcome of any complaint investigation concludes that any adjustment or reduction in fees should be made, any reimbursement will be paid promptly at that time.
The Ombudsman Service
The Financial Services and Pensions Ombudsman (FSPO : www.fspo.ie) is an independent, impartial, fair and free service that helps resolve complaints from consumers, including small businesses and other organisations, against financial service providers and pension providers.
The contact details of the FSPO is info@fspo.ie. The address of the FSPO is Lincoln House, Lincoln Place, Dublin 2, D02 VH29.
Time limits apply to the service, so if you do wish to refer your complaint to the FSPO you should not delay once our own complaints process has concluded.
Alternative dispute resolution (ADR)
If a complaint relates to online sales or services you may be able to use the European Commission’s Online Dispute Resolution platform, which is accessible at http://ec.europa.eu/odr
