Our Complaints Handling Procedure

Close Brothers Motor Finance is a trading style of Close Brothers DAC in the Republic of Ireland. We’re committed to giving you the highest levels of customer service. If you feel dissatisfied with the service you’ve received from us, we’ll work hard to resolve the matter promptly, fairly and efficiently. 

The following information explains our next steps after you’ve made a complaint.

If you have a complaint 

Close Brothers Motor Finance takes all complaints seriously. If you are unhappy with the service you’ve received, please call us on 016391333. 
 

If you want to write to us, please send your complaint to: 
Complaints Department
Close Brothers Motor Finance
Swift Square
Building 1
Santry Demesne
Northwood
Dublin 9 
D09A0E4
 

Sometimes we can’t resolve the matter straight away  

Some complaints take a little more time to resolve, particularly if we need to speak with third-party suppliers. If your complaint takes more than five business days to resolve, we’ll write to you and let you know. We’ll also let you know who will be dealing with the matter for you.

We’ll send you regular updates about your complaint and our actions to resolve it. You’ll get each update within 20 business days.
 

A decision about your complaint within 40 business days 
 

After we’ve completed our investigation into your complaint, we’ll write to you with our findings and any proposed resolution. This is called our Final Response. You should be sent this within 40 business days, which is in line with timescales set by our regulator. 

If we haven’t been able to complete our investigation and fully respond to you within 40 business days, we’ll provide you with an update at that time and let you know you when we expect to send you our Final Response. 

If you’re unhappy with our Final Response, you have options.  After you’ve received your Final Response, or if you’ve waited longer than 40 days for a Final Response, you can refer the matter to the Financial Services and Pensions Ombudsman (FSPO).

The FSPO can be contacted at:
3rd Floor
Lincoln House
Lincoln Place
Dublin 2
D02 VH29

Tel: 01 567 7000
Email: info@fspo.ie

The FSPO offers an independent, impartial, fair and free service that helps resolve complaints from consumers, including small businesses and other organisations, against financial service providers and pension providers.. Our complaints process does not affect your right to seek independent legal advice.