How to make a complaint

As our customer, your experience of our service is the measure of how well we are doing.

However, there are times when we might not get our service right first time or it falls short of what you expect. That’s when we welcome your feedback most.

If something goes wrong, we’ll listen and do our best to fix it quickly and fairly. You will be treated with respect; you will get updates, answers and decisions from us.

• Online by clicking complaint form
• Call EBS Direct on 0818 654 322.
• Contact your local EBS Office using our office locator to find the number.
• Write to your local office or alternatively write to our Customer Care Team at EBS Customer Care, 10 Molesworth Street, Dublin 2, D02 R126.
• Visit any EBS office and speak to our team.  Use our office locator to find your nearest office.

• The more information you can give us, the sooner we can look into exactly what happened.
• If it’s straightforward, we will try and resolve it for you today. If your complaint is more detailed it may take us a little longer to resolve it.
  
• In these cases, we will write to you within 5 working 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 write to you with a final response letter, which we hope will be the outcome you expect. We will include contact details for the Financial Services and Pensions Ombudsman (FSPO) in this letter. Information about the FSPO is also available from the FSPO website.
• The FSPO want you to deal with us first about your complaint before you go to them. The FSPO will ask to see a copy of our final response letter, along with your FSPO Complaint Form.
• The FSPO will deal independently with a complaint from a personal customer or company with a turnover of less than €3 million.

Here you can read more about our Complaints Process

To get in touch, please see our Contact us page

You can read our Making a Complaint Brochure here from March 24th