Although we hope that you will never need to use this section of our website or our business, we are committed to maintaining our strong client relationships and as such, in resolving client complaints in a manner which we believe to be fair to our clients, business and our staff. We strongly believe in ensuring that clients have full knowledge of the procedures that we have established for internal resolution of their complaints, the details of which we will give to them in writing. Furthermore, we strive to employ and empower properly trained people in our organisation to deal with complaints. All complaints will receive our full attention and will be dealt with promptly and fairly. Wherever we are not able to resolve a client complaint to the client’s satisfaction, where appropriate, we will inform the client of their right to refer the complaint to the FAIS Ombud and will furnish the client with all necessary contact details in order to do so.

Complaints Personnel

Anthony Godwin – MD
Brendan Connellan – Director

Complaints Procedure

All complaints received are dealt with as follows:

Step 1:

The complaint is recorded in our Complaints Register with the date and time of the complaint received.

Step 2:

If a complaint is not in writing, we ask the client to lodge a written complaint (we are legally required to do so).

Step 3:

The client will receive written acknowledgment of the complaint within 5 days of our receiving it. The acknowledgment will contain the name and contact details of the staff member responsible for the resolution of the complaint.

Step 4:

The complaint is internally investigated to establish the validity of the complaint and ascertain the possibility of immediate resolution.

Step 5:

If immediate resolution is possible, the necessary steps will be taken to resolve the complaint and the client will receive the necessary notification thereof.

Step 6:

Upon resolution, the client will be advised of all internal steps to be taken by NFB in order to try and ensure that such problems do not occur again in future.

Step 7:

If immediate resolution is not possible, the client will be sent a written summary of the steps to be taken in the resolution process and the expected date of resolution.

Step 8:

If, in a worst case scenario, we are unable to resolve the complaint within 4 weeks of receipt into the Complaints Register, the client will be notified of his/her right to refer the complaint to the FAIS Ombud and we will furnish the client with all necessary contact details in order to do so. The client will also be advised of his/her right to seek legal redress in another manner.

Step 9:

All client complaint correspondence, with details as to whether or not the complaint was resolved, will be stored for a period of at least 5 years after the matter has been dealt with.