Complaints

Complaints Handling Procedure

At LHK Group, we are committed to providing a high standard of service. However, if things go wrong, we view complaints as an opportunity to improve.

How to make a complaint
You can make a complaint verbally or in writing, by phone, email or post using the contact details below.

Contact details

• Phone: +353 1 205 5600
• Email:
• Post: Compliance Department,
  Rosemount House, Dundrum Road, Dublin 14, D14 P924
  or 12 Trinity Street, Drogheda, Co. Louth, A92 RH63

Our approach

• We will acknowledge your complaint in writing within 5 working days.
• We will investigate your complaint promptly and fairly.
• If it is not resolved sooner, we will keep you updated at least every 20 working days.
• We aim to provide a final response within 40 working days. If we cannot do so, we will explain why and advise when you can expect a response.

Final response and escalation
Once our investigation is complete, we will write to you outlining our decision and any proposed resolution.

If you are not satisfied with our response, or if your complaint has not been resolved within 40 working days, you may refer the matter to the:

Financial Services and Pensions Ombudsman (FSPO)
Tel: (01) 567 7000
Email:

Additional information
All complaints are recorded and retained in line with our regulatory obligations (typically for a period of 6 years). Complaints are reviewed by senior management to help identify trends, improve our processes, and reduce the likelihood of recurrence.