Our approach to complaints managementWe are committed to providing the highest levels of customer service, ensuring customers are treated fairly at all times.All complaints are logged and tracked from receipt through to resolution. Senior Management regularly review complaints data and root cause analysis to ensure any recurring trends are identified and addressed.
Our complaints handling process
All complaints will be investigated and responded to by an employee of sufficient competence. This employee will not have been involved in the subject matter of the complaint. They will have sufficient authority (or have access to someone who has authority) to investigate the complaint and offer redress where appropriate.As a business standard we aim to issue a final response within five business days of receipt of a complaint. Where this is not possible, we will acknowledge the complaint within five business days, to confirm the complaint is being investigated.In the event a final response cannot be issued within four weeks, we will write to you advising on the progress of the investigation. If we cannot respond within eight weeks, we will write to you explaining why we are still unable to issue a final response and when we expect to reply.
Financial Ombudsman Service
We operate both Regulated and Unregulated activities.If your complaint meets the regulated complaint criteria (or if eight weeks have passed since Computershare first received your regulated complaint and we have been unable to issue a final response), we will advise you that you have the right to refer the complaint to the Financial Ombudsman Service (FOS). The FOS is an independent service in the UK for settling disputes between businesses providing financial services and their customers. You can find out further details of their service on their website: www.financial-ombudsman.org.uk.
Financial Services and Pensions Ombudsman (FSPO)
The FSPO is an independent body set up to resolve complaints between financial services providers and pensions providers regulated by the Central Bank of Ireland and their customers. The FSPO will not consider a complaint unless the customer has already provided Computershare with an opportunity to resolve a complaint in line with this complaints handling process. For further information on the FSPO visit www.fspo.ie.
If you have any complaints about the way we use your personal data, please contact our Data Protection Officer who will try to resolve the issue.
You also have the right to complain to the data protection supervisory authority in your country. If you need more information about how to contact your local data protection authority, please let us know by contacting our Data Protection Officer.