Complaints Procedure

Seaspray Financial Services Limited – Complaints Handling Policy

November 2020

While Seaspray Financial Services Limited aims to provide its customers with excellent service and products and to meet with customer expectations at all times, the Company acknowledges that from time to time, customers of Seaspray may have reason to express dissatisfaction or make a complaint to the Company about a product or service provided.

Seaspray Financial Services Limited (‘Seaspray’) aims to resolve all complaints quickly and effectively. Seaspray manages complaints in accordance with the Consumer Protection Code.

The Central Bank Consumer Protection Code 2012 can be accessed at

http://www.centralbank.ie/publicinformation/Pages/cpoverview.aspx.

What should I do if I have a complaint?

If you are dissatisfied with any aspect of the service you receive from Seaspray, you can express your dissatisfaction by phone to your Broker or any member of Seaspray’s staff, who will in turn notify our Compliance Department of your complaint. Please note that all of phone calls to and from Seaspray Financial Services Limited are recorded for training and quality purposes. Alternatively, you can put your complaint in writing by email to complianceireland@cantor.com or in writing to:

Head of Compliance
Seaspray Financial Services Limited 75 St Stephen’s Green
Dublin 2

How will Seaspray Financial Services Limited handle my complaint?

If it is possible, Seaspray will try to resolve your complaint within 5 business days of receipt of your complaint. Due to the complex nature of some complaints this may not always be possible and therefore an extended time period may be required in order to satisfactorily resolve your complaint.

Where it is not possible to resolve your complaint within 5 business days, Seaspray will acknowledge receipt of your complaint in writing by letter or by email. All complaints are dealt with by a senior member of our Compliance Team.

The acknowledgement of your complaint will contain the name and contact details of the person dealing with your complaint. Any further correspondence or queries should be addressed to this person. If you want Seaspray to deal with a third party in relation to your complaint, we will need a signed and dated letter from you confirming the name, address and contact details of that third party and that you give your permission for Seaspray to correspond with the named third party.

Seaspray will investigate your complaint thoroughly and will make reasonable efforts to resolve the complaint. On completion of the investigation of your complaint, Seaspray will write to you confirming:

  1. The outcome of the investigation

  2. Where applicable, the terms of any offer or settlement being made;

  3. That you can refer the matter to the Financial Services Ombudsman (FSO)

  4. The contact details of the Financial Services Ombudsman (FSO)

Under the Central Bank Consumer Protection Code, a regulated entity such as Seaspray Financial Services Limited must attempt to investigate and resolve a complaint from a consumer within 40 business days.

When you have received a full response to your complaint from Seaspray and you remain dissatisfied with the response or the resolution proposed, you should convey your concerns to the person dealing with your complaint, who will in turn issue you with a Final Response Letter so that you may refer your complaint to the Financial Services Ombudsman.

In the unlikely event that Seaspray cannot resolve your complaint within 40 business days, you will be issued with a letter confirming how long Seaspray expects the investigation to take and that you can refer your complaint to the Financial Services Ombudsman if you so wish.

Referral to the Financial Services Ombudsman (FSO)

The principal function of the FSO is to deal with complaints by mediation and, where necessary, by investigation and adjudication. As of September 1st 2013, the FSO will only accept a complaint from a consumer where the Complainant has already communicated the substance of the complaint to the Financial Services Provider and the Financial Service Provider has been given a reasonable opportunity to deal with the complaint. A Complainant is requested to go through the Seaspray Financial Services Limited complaint handling process outlined above prior to submitting a complaint to the FSO.

The FSO will accept a complaint as follows:

  • Between 1-40 working days when the investigation is completed and Seaspray Financial Services Limited has written to the Complainant informing him/her of this.
  • After 40 working days has expired and Seaspray Financial Services Limited has written to the Complainant and informed him/her if the anticipated timeframe within which it hopes to resolve the complaint and must inform the Complainant that he/she can refer the matter to the FSO.

Once the FSO receives a completed complaint form from the Complainant and a letter from Seaspray evidencing that the Complainant has gone through Seaspray’s Complaints process, the FSO will register the complaint, offer mediation to both parties and exchange any relevant information.

Seaspray Financial Services Limited will co-operate with the FSO during the course of any investigation and will aim to resolve complaints to the satisfaction of all parties.

Contact Details for the FSO are as follows:

Financial Services Ombudsman’s Bureau
3rd Floor
Lincoln House
Lincoln Place
Dublin 2

Lo-Call1890 882090

Email: enquiries@financialombudsman.ie

https://www.fspo.ie/

Queries

If you wish to discuss a potential complaint or issue informally you are welcome to do this with your broker or you can contact a member of our Compliance Team who will be happy to assist you with your query.

Seaspray welcomes feedback on its products and services and recommendations on how those products and services can be improve