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: firstname.lastname@example.org 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: email@example.com 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.