At EBS, we aim to offer our customers the best possible service. However, there are times when we might not get it right first time or our service falls short of what you expect. If you ever have problems with our service or wish to provide us with any feedback, we would like you to tell us so we can resolve any issues quickly and to your liking.
The more information you can provide us with, the sooner we can resolve matters. If the matter is relatively straightforward, we will try and resolve it for you today.
Where a complaint requires a more detailed investigation it may take us a little longer to resolve your complaint.
In these cases, we will write to you within 5 business days to let you know what is happening with your complaint and who is responsible for dealing with it. We will give you regular updates until we can provide you with a Final Response Letter. We will include contact details for the Financial Services Ombudsman in this letter. Information is also available on the Financial Services Ombudsman’s website at www.financialombudsman.ie.
You must go through our internal complaints procedure before you contact the Financial Services Ombudsman. The Financial Services Ombudsman will deal independently with a complaint from a personal customer or company with a turnover of less than €3 million.