COMPLAINTS POLICY

At Finance Matters, we take great pride in delivering excellent service to our customers.

However, we recognise that things may occasionally go wrong. If there are times when our service falls short of what you expect, we welcome you bringing this to our attention so that we can respond quickly and fairly and do our best to resolve your issue.

Our complaints policy is operated in relation to its financial services provided under the Consumer Protection Code 2025.

 

What You Can Expect From Us:

  • We will respond to complaints in a professional, timely and fair manner.
  • We will take all reasonable steps to resolve any complaint with the customer making the complaint.
  • We will endeavour to address the specific issues raised by our customers and, where appropriate, update our procedures to avoid re-occurrence of problems.
  • We will endeavour to achieve a situation where our customer feels we have addressed the complaint, but if they remain dissatisfied with the outcome of our efforts, to ensure that they are notified of the right to refer the matter to the Financial Services and Pensions Ombudsman (FSPO).

 

How To Give Us Your Feedback:

To make a complaint, please contact us:

  • By email: info@financematters.ie
  • By Phone: 01 4925516
  • By Post: Finance Matters, Terenure Enterprise Centre, 17 Rathfarnham Road, Terenure, Dublin D6W X921.

 

What Will Happen When We Receive a Complaint:

The following is the procedures we will follow when we receive a complaint.

  • We have a complaints file and we will record the complaint in our file. All complaint records will be kept for a minimum of six years.
  • Where we receive a complaint orally, we will offer the customer the opportunity to have the complaint handled in accordance with the firms’ complaints process. The firm will investigate the complaint on the basis of our understanding of the issue.
  • We will also facilitate submission of complaints in writing by post and by electronic means.
  • We have in place systems and controls to effectively investigate, track and manage the progress and resolution of complaints.
  • If we resolve the complaint within five business days to the complainant’s satisfaction, the following procedures do not apply. We will record this in our complaints file.
  • We will acknowledge in writing complaints within 5 working days of receipt. This acknowledgement will contain a copy of these procedures and notification that the complainant can refer the matter to the Financial Services and Pensions Ombudsman (FSPO) if they are not happy with the outcome of our investigation, or if the matter has not been resolved within 40 business days, the anticipated timeframe within which the firm hopes to resolve the complaint. Contact details of the Financial Services and Pensions Ombudsman (FSPO) will also be provided.
  • We will provide the customer making the complaint, or the person making the complaint on the customer’s behalf, with a point or points of contact in relation to the complaint until the complaint is resolved or all steps of the firm’s complaints handling procedures have been exhausted.
  • We will investigate the complaint as swiftly as possible and shall provide the customer making the complaint with a regular update, on paper or on another durable medium, on the progress of the investigation of the complaint at intervals no greater than 20 working days, starting from the date on which the complaint was received.
  • We will attempt to investigate and resolve the complaint within 40 working days of having received the complaint; where the 40 working days has elapsed and the complaint is not resolved, the complainant will be informed of the anticipated timeframe within which the firm hopes to resolve the complaint and that the complainant can refer the matter to the Ombudsman and the contact details of such Ombudsman will be provided.
  • Within 5 working days of the conclusion of our investigation of the complaint, we will advise the customer making the complaint on paper or on another durable medium of:
    • The decision at the conclusion of the investigation, including the reasons for that decision;
    • Where applicable, the terms of any offer or settlement being made to the customer making the complaint;
    • Where the customer has a right to refer the matter to a relevant ombudsman, the fact that the customer may refer the matter to the Financial Services and Pensions Ombudsman (FSPO); and
    • The contact details of the Financial Services and Pensions Ombudsman (FSPO).
  • Where it appears to the firm that the complainant is not satisfied with the outcome of our investigation, and where we feel that we cannot progress the issue further, we will immediately write to the complainant advising them of their right to refer the dispute to the Financial Services and Pensions Ombudsman (FSPO).
  • The Managing Director will review the file before its conclusion and attempt to identify any procedures that can be implemented by our firm to avoid a repeat of the type of complaint received. Any new procedures will be immediately communicated to all staff and placed in the Written Procedures file.

 

The person responsible for complaints in this firm is:  Tony Long

 

This policy was last reviewed in December 2025.

Irish Mortgage Network Ltd. trading as Finance Matters is regulated by the Central Bank of Ireland.

Registered in Dublin, Ireland. Registered Number 263062. Director: Anthony Long. Registered Address: Terenure Enterprise Centre, 17 Rathfarnham Road, Terenure, Dublin 6W, D6W X921