This section sets out:
Complaints against the Central Bank of Ireland
The Central Bank is committed to ensuring that our staff treat you with respect and courtesy at all times and we will endeavour to make sure that the appropriate person deals with your request when you contact us. In return, we expect that you treat our staff with courtesy and respect.
Should you have any concerns about the services you have received or the manner in which the organisation has dealt with you, you may wish to lodge a complaint with us. We have a Complaints Procedure for this purpose. If your complaint is to be dealt with under this Complaints Procedure, it must:
- Relate to a service received from the Central Bank.
- Relate to the Central Bank or an officer of the Central Bank rather than any other organisation, whether regulated or not.
This Procedure will not investigate complaints about regulated financial services firms. The procedure for this type of complaint is outlined here.
How to make a complaint against the Central Bank
- If you feel you have cause to make a complaint it should be directed, in so far as possible, to the relevant section or officer of the Central Bank that you have been dealing with, either by phone or in writing. The staff in that section will try to deal with your complaint without delay.
- If your complaint cannot be resolved by the staff involved or if you are unhappy with their response, you will be referred to the Manager of the relevant division.
- In the event that you are still unhappy with the response, you should contact one of our Customer Relations Officers, who will investigate your complaint.
The Customer Relations contact details are as follows:
Email address: email@example.com
Telephone number: +353 1 224 6000
Customer Relations Officer
c/o General Secretariat Division
Central Bank of Ireland
PO Box 559
Dame Street, Dublin 2
Information you should provide
You should fill out our Complaints Form. The Complaints Form can be submitted electronically, by entering the details and clicking on the ‘Submit’ button. The complaint form can also be downloaded and submitted by post to the address shown above.
Alternatively, you can provide the following specific details in writing:
- Your name
- Daytime telephone number
- Date of the occurrence
- Name of the department and/or officer you dealt with
- Details of what you may be dissatisfied with
How your complaint will be dealt with
- When you officially lodge your complaint, as above, your complaint will be acknowledged within 2 working days. A complaint received by e-mail will be automatically acknowledged
- We will investigate your complaint and issue a reply within 20 working days, or if this is not possible, update you on the progress of the investigation within that time frame.
- All complaints will be dealt with promptly, fairly and impartially.
- Up-to-date records of all complaints, including the outcome of investigations, will be maintained.
- We will apologise for any mistake, explain what happened and put it right wherever possible.
- We will examine our procedures if necessary to try and ensure that any errors are not repeated.
How to make a complaint against our Regulatory Decisions
Under legislation, specified decisions of the Central Bank may be appealed to the Irish Financial Services Appeals Tribunal, and a formal statutory procedure exists for such appeals.
If you consider that you may wish to appeal a decision of the Central Bank to the Irish Financial Services Appeals Tribunal, you should contact the tribunal at:
The Irish Financial Services Appeals Tribunal
19 South Fredrick Street
We also recommend that you obtain legal advice.