Complaints
What NFP promise you
NFP are committed to providing you with excellent customer service, but we accept that occasionally things go wrong. We take all complaints seriously and have a commitment across the NFP group to group to treat all customers fairly and ensure good outcomes.
Where we have made a mistake, we want to put things right quickly, so we welcome your feedback.
How to make a complaint
You can call us to discuss your complaint over the phone or, if you prefer to communicate in writing you can email or write to us instead.
Telephone: +353 (0)1 210 0210
Post: FAO: NFP Compliance, Second Floor, Block 4, The Arch, Blackrock Business Park, Carysfort Avenue, Blackrock, Co. Dublin, A94 A0D0
Email: complianceireland@nfpireland.ie
As NFP operate a group of differing businesses please include the name of the NFP Group company your compliant relates to.
If your complaint is about a third party provider, we will advise you of this and provide their complaint details.
NFP Staff are empowered to help you and will aim to resolve most issues within 3 business days of receiving your complaint. If your complaint can’t be resolved within 3 business days, we’ll write to you within 5 business days to let you know what the next steps are.
We’ll fully investigate your complaint using all available information and will address any problems as quickly as we can. We aim to provide our final response to you within 40 business days of the date we receive your complaint but sometimes it can take us a little longer. If this happens we’ll write to you with an update about when you can expect a response from us.
If we don’t issue a response to you within 40 business days of the date we received your compliant, with updates every 20 business days thereafter, or if we do but you aren’t happy with our response, you may be able to refer your complaint to the Financial Services and Pensions Ombudsman (FSPO).
Details on how to contact the FSPO are listed below:
Telephone: +353 (01)567 7000
Post: Financial Services and Pensions Ombudsman, Lincoln House, Lincoln Place, Dublin 2, D02 VH29
Online: https://fspo.ie/complaint-form.aspx
Complaints must be made to the FSPO within 6 years of the date of the conduct complained of. There is an alternative time limit for complaints about a long-term financial service or about a pension provider. Those complaints must be made within 3 years from the date you became aware, or you should reasonably have become aware, of the matter complained of.
Additional Requirements regarding time limits:
The matter complained of must have occurred on or after 1st Jan 2002 for a complaint about a long-term financial service, and the long-term financial service must not have expired more than 6 years before the date of the complaint to the FSPO. The matter complained of must have occurred on or after 13th April 1996 for a complaint about a pension provider.
Nothing in this process will adversely affect your rights of law.
The person responsible for complaints in this firm is: Colm Power