Careers At Abbey Wealth

Customer Complaints Process

At Abbey Wealth, we strive to deliver exceptional customer service. Should we fall short of your expectations in any regard, we are committed to rectifying the situation promptly and fairly. Should any aspect of our service or products leave you dissatisfied, then please inform us through the following channels:

By telephone: Please call +353 154 148 10 or + 34 952 887 270

In Writing: Send your complaint to compliance@abbeywealth.com

Handling of Complaints
When addressing complaints, we adhere to the following principles:

  • Accessibility: We make it easy for you to discuss the issue with us.
  • Listening: Your complaint receives our full attention.
  • Fairness: We handle your complaint fairly, politely, and promptly.
  • Explanation: We provide an explanation and apologise if our service falls short of your expectations.

 
Complaint timescales
The timescales within which we manage any complaints that we receive are as follows.

  • On receipt of your complaint, we will seek to resolve it with you quickly and fairly.
  • If that outcome is not possible, we will formally acknowledge it within 5 business days of receipt. At this point we will confirm the nature and scope of your dissatisfaction and identify who within Abbey Wealth will investigate it.
  • We will thereafter carry out a thorough investigation of your complaint based on the facts of the case. We will keep you informed of progress, at a minimum within 20 business days of receipt.
  • Within 40 business days of receipt, we will issue the findings of our investigation, together with any offer of redress that we may consider to be appropriate.

Financial Services and Pensions Ombudsman
If you remain dissatisfied with our assessment of your complaint, or the manner in which it was handled, then you have the option to escalate the matter to the independent Financial Services and Pensions Ombudsman. Their services are free of charge for you.

You can contact the Financial Services and Pensions Ombudsman at:
Lincoln House
Lincoln Place
Dublin 2
D02 VH29
Tel: (01) 567 7000
Email: info@fspo.ie
Website: https://www.fspo.ie

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