Complaints Procedure operated by Gold Seal Financial Services Ltd
Gold Seal Financial Services Ltd is committed to providing a high standard of service to all our customers. If you are ever unhappy with any aspect of our service, we want to hear about it, and we will do everything we can to put things right.
Our Commitment to You
- We will handle your complaint courteously, fairly, and without unnecessary delay.
- We will take all reasonable steps to investigate and resolve your complaint.
- We will keep you informed of progress throughout.
- If we are unable to resolve things to your satisfaction, we will make sure you know about your right to bring the matter to the Financial Services and Pensions Ombudsman (FSPO).
How to Make a Complaint
You can make a complaint by phone, in person, by post, or by email — whichever is most convenient for you. If you raise a complaint verbally, we will offer to handle it formally through this complaints process, and we will investigate it based on our understanding of the issue you've raised.
Complaints can be sent to:
Gold Seal Financial Services Ltd
Level one
Liosban Business Park
Tuam Rd
Galway
info@goldseal.ie 091-564885
What Happens Next
- Acknowledgement – We will write to you within 5 working days of receiving your complaint. This will include a copy of this policy and confirmation of your right to refer the matter to the FSPO, including their contact details.
- A single point of contact – You will be given a named contact for your complaint, who will remain your point of contact until the matter is resolved or our complaints process has been fully completed.
- Regular updates – We will investigate your complaint as quickly as possible and update you on our progress at least every 20 working days from the date we received your complaint.
- Resolution – We aim to resolve complaints within 40 working days. If we haven't been able to resolve your complaint within that time, we will let you know, tell you when we now expect to resolve it, and remind you of your right to refer the matter to the FSPO.
- Our final response – Within 5 working days of concluding our investigation, we will write to you setting out:
- our decision and the reasons for it;
- details of any offer or settlement being made, if applicable;
- confirmation of your right to refer the matter to the FSPO; and
- the FSPO's contact details.
If at any point it becomes clear that you remain unhappy with the outcome and we cannot progress the matter further, we will write to you promptly to confirm your right to refer the complaint to the FSPO.
The Financial Services and Pensions Ombudsman (FSPO)
If you are not satisfied with our final response, or if your complaint has not been resolved within 40 working days, you have the right to refer your complaint to the Financial Services and Pensions Ombudsman, free of charge.
Financial Services and Pensions Ombudsman Lincoln House, Lincoln Place, Dublin 2, D02 VH29 Phone: (01) 567 7000 Email: info@fspo.ie Website: www.fspo.ie
Contact Us
If you have any questions about this policy or wish to make a complaint, please contact:
Edmund Fallon
Gold Seal Financial Services Ltd Gold Seal Financial Services Ltd
Level one
Liosban Business Park
Tuam Rd
Galway
info@goldseal.ie 091-564885
