Complaints Policy

ITC Group (“ITC”) Complaint Policy

It is the policy of ITC Group to ensure that:

  • Before they transact any business with us, our clients are informed of our complaints procedure and of their right to refer an unresolved complaint to the Financial Services and Pensions Ombudsman (FSPO), as set out in our Terms of Business/Engagement letter.

  • Our clients’ complaints are dealt with fairly and quickly and any problems are resolved as soon as possible with minimum disruption to both parties.

  • Where it is/has not been possible to resolve a problem, our client should feel that we handled the problem in a prompt, courteous and fair manner.

  • Should the need arise and if requested to do so, the ITC Group entity concerned will provide all correspondence and information about the complaint to a relevant body and will permanently retain its Complaints Log for inspection by the Central Bank.

Our specific objectives in dealing with complaints are to:

  • Offer a client who expresses dissatisfaction the opportunity to have their complaint treated formally as a written complaint.

  • Acknowledge a complaint in writing within 5 business days of receipt.

  • Provide a complainant with the name of the person who will act as their point of contact during the investigation in this acknowledgement letter.

  • Provide a complainant with regular written updates at least every 20 business days starting from the date the complaint was received, until completion of the investigation.

  • Resolve a complaint, where possible, within 40 business days of having received the complaint.

  • Inform a complainant, where their complaint has not been resolved within 40 business days, of the anticipated timeframe in which we expect to resolve it and of their right to refer the matter to the Financial Services & Pensions Ombudsman (FSPO), as well as providing the complainant with the FSPO’s contact details should they wish to do so.

  • Within 5 business days of the completion of the investigation, inform the complainant in writing of the outcome of the investigation into their complaint.

  • Explain to the complainant the details of any offer or settlement being made, where applicable, and inform them of their right to refer the matter to the FSPO and provide the complainant with the FSPO’s contact details.