At Seniors Money each of our customers is important to us, and we believe that you have the right to a fair, swift and courteous service at all times. We hope we never let you down but, if we ever do, we have a robust complaints procedure that you can follow. To report a complaint you can write to us at:
38 Pembroke Road
Alternatively, you can ring us on (01) 261 5400 or email us at [email protected].
Where we receive a complaint we will deal with it promptly, effectively and in a positive manner. We will always offer you the opportunity to have your complaint handled in accordance with our formal complaints handling procedure.
Seniors Money Complaints Handling Procedure
1) On receipt a complaint we will try our best to resolve it at the time it is reported. Where further investigation is required we will acknowledge your complaint within 5 working days of receipt of the complaint.
2) We will investigate your complaint and try to send a final response to you within 4 weeks of receipt of your complaint. If we are unable to provide you with a final response within this time frame, we will send you an update.
3) We will endeavor to send a final response to you within 8 weeks of receipt of your complaint. If we are unable to provide you with a final response within this time frame, we will write to you explaining why and advise you when you can expect a final response.
4) If more than 8 weeks from the date of your complaint has passed and you haven’t received a final response, or you are dissatisfied with the final response you have received (at any stage of the process) you can write to:
Financial Services and Pensions Ombudsman (FSPO)
Lincoln House, Lincoln Place
At Seniors Money we are committed to providing a high quality and professional service to all our customers. We are continuously looking for ways to improve our services and product. If at any time you have suggestions on how we can improve our services or feedback in relation to your own customer experience, please let us know. Your feedback is important as it helps us to respond to your needs and to improve the services that we provide.
If you would like to provide us with feedback you can call us on (01) 261 5400 or email us at [email protected].
Or, if you would prefer, you can write to us at:
38 Pembroke Road