Customer Complaints Procedure

Introduction

All financial providers are required to have a complaints policy under the Consumer Protection Code 2012.

Our Commitment

At SproutPlans, providing a superior level of customer service is of paramount importance to us. The purpose of this policy is to support customers when they make a complaint.

If a customer has cause to complain to us in relation to a policy or a service we have provided, our contact details are: SproutPlans, 13 Ballyroan Park, Templeogue, Dublin 16. Whilst a customer is not obliged to put their complaint in writing, we would prefer it to understand and investigate the matter thoroughly and robustly.

What issues are dealt with by the Complaints Procedure?

Customers who wish to complain about the quality of customer service provided by SproutPlans can submit a complaint under our Complaint Procedures.

Our Customer Complaints Procedure is in place to rectify issues such as mistakes, delays, or poor customer service. If a customer is dissatisfied with the service, they receive from SproutPlans they can contact us at the above address as soon as is reasonably possible. We value all comments and feedback from our customers to help us improve our services.

For example, complaints may relate to:

Responses to letters/emails not being issued within accepted timeframes;
Difficulties experienced in contacting us;
Incorrect information or guidance provided by us; and
The way a customer was treated.

How do customers make a complaint?

Customers can make a complaint by contacting us in writing at SproutPlans, (see above address). You may also e-mail your complaint to us at niamh@sproutplans.ie. Please include the details of the complaint and any relevant information.

What happens when customers make a complaint?

SproutPlans will acknowledge the complaint within five working days. SproutPlans will aim to investigate and resolve the complaint within 40 business days of having received the complaint. When the 40 days has elapsed, if the complaint is still not resolved, we will inform the customer of the anticipated timeframe within which we hope to resolve the complaint.

If a customer has received a Final Response from us within the 40-day timeframe, they have the right to refer their complaint to the Financial Services and Pension Ombudsman.

When our investigation is complete, we will issue the customer a Final Response letter outlining our investigation of the complaint and our offer, if any, of settlement.

What happens if a customer is not satisfied with SproutPlans response?

If the complaint is not resolved to the customers satisfaction, they can refer their complaint to the Financial Services and Pensions Ombudsman, Lincoln House, Lincoln Place, Dublin 2. Tel: (01) 567 7000. Email: info@fspo.ie. Website: www.fspo.ie

Is there any further recourse?

A customer’s right to take legal action is not affected by following the above procedures.

Reviewed November 2024

Back