Complaints Against the Central Bank of Ireland 

Central Bank of Ireland has a Customer Charter (PDF 702.32KB), which sets out the type and levels of service customers can expect when dealing with the various public services offered by the Central Bank.  As stated in the Charter, the Central Bank has a complaints procedure in place to help deal with any expressions of dissatisfaction by a member of the public/customer of the Central Bank relating to a service they have received from the Central Bank, and/or concerning their interaction with the Central Bank.  Complaints may be lodged with the Central Bank under our Complaints Handling Procedure (PDF 534.74KB).

How to Make a Complaint Against the Central Bank

Complaints should, in the first instance, be submitted directly to the business area to which the complaint relates.

Where a complainant is unsure of the business area to which the complaint relates, the complaint can be sent to the Central Bank’s Complaints Officer (the Complaints Officer).

E-mail: [email protected]

Address:

Complaints Officer

Complaints Officer
Internal Governance Division
Central Bank of Ireland
PO Box 559
New Wapping Street
North Wall Quay
Dublin 1

Telephone: +353 1 224 6000

Submit a complaint using the online form.

Where a complaint is received by phone, complainants may be requested to confirm their complaint in writing.

In making a complaint to the Central Bank, please ensure the following information is provided:

  1. Name and contact details (email address, postal address or phone number)
  2. Business area/function or person dealt with (where relevant)
  3. Relevant dates/timeline
  4. Details of complaint
  5. Whether you have previously made a complaint on the issue to the Central Bank and, if yes, details of the complaint

Complaints Process

An overview of the complaints process and how it operates can be found in the Complaints Handling Procedure (PDF 534.74KB). In summary, there are three stages:

  • Stage 1 - Assessment/Processing of Complaint by Business Area – complaints to be resolved at a local level in the first instance.
  • Stage 2 - Where a Complainant remains dissatisfied with the response received from the business area, a request for examination can be submitted to the Complaints Officer.
  • Stage 3 - Where a Complainant remains dissatisfied with the outcome of the examination, a request for appeal can be submitted to the Complaints Officer. Requests for appeal will be considered by a more senior member of staff and where the appeal is merited, a suitably independent reviewer will be appointed.

Complaints deemed to fall outside the scope of the Complaints Handling Procedure will be dealt with by the relevant business area and complainants will be advised accordingly.

Timelines for Assessing Complaints

  • We will acknowledge all complaints within five working days.
  • We will endeavour to assess your complaint and issue a reply within 40 working days of receipt of the original complaint.
  • If we are unable to conclude our assessment within this timescale, we will provide you with an update on progress and an estimate of our intended timescale for completion.

Disability Complaints Handling Procedure

The Central Bank also has a Disability Complaints Handling Procedure  (PDF 521.78KB) in line with guidance from the National Disability Authority.

See also: