Complaints Handling Procedure

Our Commitment

We are committed to provide excellent service to our clients. However, if we fall short of your expectations in any way, we want to hear about it so we can make things right.

If you are unsatisfied with any aspect of our service, please let us know and we’ll ensure to address your complaint quickly, effectively and fairly.

How to make a complaint?

You can communicate your complaint through any of the channels below:

Phone: (0) 1 662 1200

Email: info@unio.ie

Postal address: Sandyford Business Centre, Burtonhall Road, Sandyford, Dublin 18, D18 XK37

What will happen next?

Point of Contact & Acknowledgement:

We will assign your complaint to one of our Compliance team members, who will send you an acknowledgement letter within five working days of receiving your complaint. This person will remain your point of contact until the matter is resolved.

Investigation:

While we aim to resolve complaints as quickly as possible, timeframes may vary depending on the nature and complexity involved. If a more detailed investigation is required, we will keep you informed throughout the process, as follows:

  • We aim to complete investigations within 20 working days of receiving your complaint.
  • If the investigation is not completed within that period, we will provide you with an update.
  • If not completed within 40 working days, we will explain the delay and advise you when to expect a full response. We will continue to keep you updated every 20 working days until the matter is settled.

Resolution:

Once the investigation is complete, we will send you a letter detailing our findings and the outcome of your complaint.

What if you are not satisfied?

If your complaint has not been concluded within 40 working days, or if you are not satisfied with the outcome of your complaint, you have the right to refer the matter to the Financial Services and Pensions Ombudsman. You may contact them at:

Financial Services and Pensions Ombudsman

Lincoln House, Lincoln Place, Dublin 2, D02 VH29

Tel: (01) 567 7000                      Email: info@fspo.ie                  Website: www.fspo.ie