Complaints Procedure

How we handle complaints at Advice First Financial

Effective: March 2026
Next Review: March 2027

1. Introduction

Advice First Financial Services Ltd is committed to providing a high-quality, professional service to all our clients. If you feel that we have fallen short of this standard, we want to know so that we can put things right and learn from the experience.

This document sets out the procedure we follow when handling complaints, in accordance with the Consumer Protection Code issued by the Central Bank of Ireland. It applies to all complaints received by the firm, whether made orally or in writing, by any channel.

This procedure is free of charge. Using it does not affect your legal rights.

2. What Constitutes a Complaint

A complaint is any expression of dissatisfaction, whether oral or written, about the provision of, or failure to provide, a financial service, product or related service, which alleges that the complainant has suffered, or may suffer, financial loss, material distress or material inconvenience.

This may relate to any service provided by the firm, including financial advice or recommendations, insurance intermediary services, mortgage intermediary services, administration of financial products, or our communications and service standards. Complaints may be made by consumers or by their authorised representatives.

3. How to Make a Complaint

We accept complaints by post, email, telephone and in person. We prefer written complaints as this helps us ensure we understand your concerns fully, but you are welcome to use whichever method suits you.

If you make a complaint orally, we will offer you the opportunity to have it handled under this formal procedure and to have it treated as a written complaint.

4. Who Handles Your Complaint

The designated complaints handler for Advice First Financial Services Ltd is Pascal Curran, Managing Director. The designated complaints handler has the authority to investigate complaints, settle complaints, and where appropriate, offer redress. All correspondence issued in connection with a complaint will be clear and in plain language.

All staff are trained on this procedure and will ensure that any complaint received is directed to the designated complaints handler without delay.

5. What Happens When We Receive Your Complaint

5.1 Early Resolution

Where a complaint is resolved to your complete satisfaction within 5 business days of receipt, the formal procedure described above need not apply in full. We will, however, maintain a record of all such complaints and their resolution.

5.2 Investigation

We will investigate your complaint fully, fairly and impartially. This may include reviewing relevant documentation and communications, discussing the matter with the staff involved, and requesting further information from you if required. During our investigation, we will provide you with regular written updates at intervals of no greater than 20 business days from the date the complaint was received.

5.3 Our Final Response

On completion of our investigation, we will write to you within 5 business days setting out:

• the outcome of our investigation and the reasoning behind our decision;
• details of any offer or settlement being made; and
• your right to refer the matter to the Financial Services and Pensions Ombudsman if you remain dissatisfied, together with the Ombudsman’s contact details.

Where we are aware that you are dissatisfied with the outcome of our investigation, we will specifically advise you of your right to refer the complaint to the FSPO and provide the relevant contact details.

5.4 Complaints Received via Our Website

Where a complaint is submitted through our website, an immediate or automatic acknowledgement on a durable medium will be provided. The formal acknowledgement and complaint reference number will follow within 5 business days.

6. Consumers in Vulnerable Circumstances

We will give due consideration to the needs of consumers who may be in vulnerable circumstances throughout the complaints process. This may include, for example, allowing additional time for responses, communicating in the channel that suits you best, providing information in simpler language, or involving a trusted person to support you where you consent.

If you feel you may need additional support at any stage, please let us know.

7. Financial Services and Pensions Ombudsman (FSPO)

If you are not satisfied with the outcome of our investigation, or if your complaint has not been resolved within 40 business days, you have the right to refer your complaint to the Financial Services and Pensions Ombudsman. The FSPO is a statutory officer who deals independently with unresolved complaints from consumers about regulated financial service providers.

Time Limits for Referring a Complaint to the FSPO

Complaints to the FSPO must generally be made within 6 years of the conduct giving rise to the complaint, or within 3 years from the date you became aware (or ought reasonably to have become aware) of the conduct, whichever period expires later.

8. Record Keeping

We maintain an up-to-date complaints log containing the following information for each complaint received:

• the details of the complaint, including the core reason;
• the date the complaint was received;
• a summary of the firm’s response(s) and the dates of those responses;
• details of any relevant correspondence or records;
• the steps taken to resolve the complaint;
• the date the complaint was resolved; and
• where relevant, the current status of any referral to the FSPO and any appeal.

Comprehensive records for each complaint are retained in accordance with our regulatory and data protection obligations.

9. Governance and Complaint Analysis

The firm analyses the rate of occurrence and patterns of complaints at least once every six months. This analysis includes complaints resolved within 5 business days. The findings, together with aggregated information on complaints handled and resolved, are reported to the Managing Director and used to identify improvements to our processes and services. Where patterns or systemic issues are identified, remedial actions will be implemented to prevent similar issues from recurring.

10. Staff Awareness and Training

All staff are made aware of this complaints procedure, the identity of the designated complaints handler, and the importance of handling complaints correctly and promptly. Staff training is reviewed as part of the firm’s ongoing compliance programme.

11. Availability of This Procedure

This procedure is published in a prominent location on our website at www.advicefirst.ie. A hard copy will be provided free of charge within 5 business days of any request. A copy is enclosed with every complaint acknowledgement letter.

12. Data Protection

Personal data collected in connection with a complaint is processed in accordance with the General Data Protection Regulation (EU) 2016/679 and the Data Protection Act 2018. Personal data will be used solely for the purpose of investigating and resolving the complaint and will be handled in accordance with our Client Data Privacy Notice, available on our website or on request.

You also have the right to make a complaint to the Data Protection Commission (www.dataprotection.ie) regarding the processing of your personal data.