Customer Complaint Procedures

Complaints Procedure operated by Neiland Financial Ltd

Effective January 2020 until further notice.
We must seek to resolve all complaints with clients.
If the complaint has been resolved to the complainant’s satisfaction within 5 business days, the
complaint’s procedure need not apply however a record should be kept of this.
The point of contact for complaints is Ken Neiland. Ken is the person responsible for
handling complaints as he has the authority to settle complaints (including, where appropriate, the
offering of redress). As director of the company he has seniority and competence within the firm to ensure
that the necessary requirements are closely adhered to in following the Central Bank of Ireland’s complaints
While the complaint is being investigated, regular updates will be sent to the complainant, at interval
of no greater than 20 business days starting from the date on which the complaint is made.
We will attempt to investigate and resolve a complaint within 40 business days of having received the
Where the 40 business days have elapsed and the complaint remains unresolved, we will inform the complainant of the anticipated time frame within which we hope to resolve the complaint and of the consumer’s right to refer the matter to the Financial Services Ombudsman or the Pensions Ombudsman, where relevant. We will provide the consumer which the contact details of such Ombudsman.
As soon as the investigation has been completed, we will write to the complainant within 5 business
days to advise of our conclusions. Details of the terms of any offer or settlement must be included in
this letter.
Where we are aware that the complainant is dissatisfied with the outcome of our investigation, we will advise the complainant of their right to refer the complaint to the Financial Services Ombudsman or Pensions Ombudsman, where relevant, and provide the consumer with the contact details of such Ombudsman.
If we receive an oral complaint, we offer the consumer the opportunity to have the complaint
Handled in accordance with our complaints procedure.