1. Our Commitment to You
Hedderman Financial Solutions Limited is committed to handling every complaint in a courteous, timely and fair manner. This document sets out our complaints procedure for clients who have a concern about any service or product we have provided.
When we receive a complaint, we will:
• take all reasonable steps to resolve the matter with you directly
• address the specific issues you have raised and, where appropriate, update our procedures to prevent the same problem from arising again
• ensure that if you remain dissatisfied with the outcome, you are informed of your right to refer the matter to the Financial Services and Pensions Ombudsman (FSPO)
This procedure applies to all services provided by Hedderman Financial Solutions Limited and is operated in accordance with the Consumer Protection Code 2025 (effective 24 March 2026) and the Financial Services and Pensions Ombudsman Act 2017.
2. Complaints Step-by-Step Process
Once we receive your complaint, we will follow the steps set out below. All timelines shown are the maximum allowed under the Consumer Protection Code 2025.
We will acknowledge your complaint in writing within 5 working days of receipt. If you submitted your complaint electronically (e.g. by email), we will acknowledge it immediately using the same channel. Our acknowledgement will include: (a) the name and direct contact details of the person handling your complaint; (b) a copy of this complaints procedure; (c) an anticipated timeframe within which we hope to resolve your complaint; (d) notification of your right to refer the matter to the FSPO if not satisfied or if not resolved within 40 working days; and (e) the contact details of the FSPO.
We will carry out a full and fair investigation. We will provide you with a written update on the progress of our investigation, on paper or by another durable medium (such as email), at intervals of no greater than 20 working days from the date your complaint was received. We may contact you to request additional information or documents to assist our investigation.
Within 5 working days of concluding our investigation, we will write to you on paper or by another durable medium (such as email) to confirm: (a) our decision and the full reasons for it; (b) any offer or settlement being made, where applicable; (c) your right to refer the matter to the FSPO if you remain dissatisfied; and (d) the contact details of the FSPO.
We will aim to fully investigate and resolve your complaint within 40 working days of receiving it. If we cannot conclude within 40 working days, we will write to you to explain why, provide an anticipated timeframe, and confirm your right to refer the matter to the Financial Services and Pensions Ombudsman (FSPO), including the FSPO’s contact details.
3. The Financial Services and Pensions Ombudsman
Where it becomes clear that you remain dissatisfied with the outcome of our investigation and we are unable to progress the matter further, we will write to you immediately to confirm your right to refer the complaint to the FSPO and provide the FSPO’s contact details. If you are not satisfied with our Final Response, or if your complaint remains unresolved after 40 working days, you may refer your complaint to the Financial Services and Pensions Ombudsman (FSPO).
Financial Services and Pensions Ombudsman (FSPO)
Address: Lincoln House, Lincoln Place, Dublin 2, D02 VH29
Tel: +353 1 567 7000
Email: info@fspo.ie
Website: www.fspo.ie
4. Record Keeping
We implement and maintain a complaints register and internal systems to effectively track and manage the progress and resolution of every complaint from receipt to conclusion. We maintain a complaints register covering every complaint received. All complaint records are retained for a minimum of 6 years from the date of resolution, in line with the Consumer Protection Code 2025. Your personal data is processed in accordance with GDPR and the Data Protection Acts 1988 -2018.