Complaints Policy
Blackall Financial’s policy is to ensure that any customer
complaint is dealt with in a professional and timely manner.  Complaints, either
written or verbal, will be acknowledged within 5 business days of receipt.  In
cases where this will not be possible, an acknowledgement will be issued as soon
as possible.
The person nominated to deal with all complaints is Ciaran
Blackall. The complaint will be fully investigated by the Firm and a
full response will be provided.  While the investigation of any complaint is
ongoing, a regular written update will be provided at intervals of not greater
than 20 business days. The Firm will write to the complainant within 7 days of the
completion of the investigation outlining the outcome of the investigation and,
if appropriate, explaining the terms of any offer of settlement.
 In the event that a client is dissatisfied with the outcome
of a complaint, the client is entitled to refer the complaint to the Financial
Services Ombudsman (FSO) or the Pensions Ombudsman.
 If the complaint is in respect of protection, investment,
deposits or mortgages and in the event of the complainant remaining dissatisfied
with the firm’s handling of and response to the complaint, the complaint may be
referred to the Financial Services Ombudsman, Lincoln Place, Dublin
2.  The office of the FSO can be contacted at:
 Lo Call: 1890 88 20 90
Tel: 01 6620899
Fax: 01 6620890
 Email: enquiries@financialombudsman.ie
 If the complaint is in respect of a pension, the complainant may refer to the
Pensions Ombudsman, 36 Upper Mount Street, Dublin 2.  The
office of the Pensions Ombudsman can be contacted at:
 Tel: 01 6471650
 Fax: 01 6769577
 Email: info@pensionsombudsman.ie
 If the complaint is not resolved within 40 business days of the date the
error was first discovered, Blackall Financial must inform the Central Bank of
Ireland within 5 business days.　
Complaints Handling Sequence 
1. Complaint (written or verbal) is recorded in a
complaint log and documented on complainant’s file within 1 working day.
2. Acknowledgement letter issued to complainant within 5
business days of receipt of complaint.
3. The complaint is investigated with immediate effect. 
Should there be a delay with the investigation, Blackall Financial will provide
to the complainant a written update of progress in the investigation at
intervals of not more than 20 business days.
4. Where the complaint has not been resolved after 40
business days, the firm will inform the complainant of the anticipated timeframe
within which it hopes to resolve the complaint and notify the consumer that they
can refer the matter to the relevant Ombudsman (detailed above).
5. The firm will notify the complainant within 5 business
days of the completion of the investigation.  The notification will include the
following: 
a. The outcome of the investigation
b. Where, applicable, the terms of any offer or settlement
being made
c. That the consumer can refer the matter to the relevant
Ombudsman
 d. Contact details of such Ombudsman. 
6. The customer file (complainants’ file) will be
updated and maintained in an orderly fashion.
7. Where the complainant is dissatisfied with the outcome of
the investigation, the complainant will be advised that they are entitled to
refer their complaint to the Financial Services Ombudsman or the Pensions
Ombudsman, as appropriate.
8. All correspondence in relation to customer complaint will
be retained on file for a period of 6 years from the date of last correspondence
with the client.
9. The Firm will provide all information with regard to a
complaint to the relevant Ombudsman if so requested.
The person nominated as Compliance Officer of the Firm and to
whom complaints should notified to is Ciaran Blackall  QFA. Principal, Blackall Financial, 16 Gainsborough Avenue, Malahide, Co. Dublin.