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EEA Complaints policy

TrueLayer (Ireland) Limited

Dated: 25 Oct 2021

If you are an End-User of TrueLayer located in the United Kingdom ("UK"), or are using an app from a Partner located in the UK, see our UK complaints policy.

Introduction

We are always happy to hear from you. If we do not meet your expectations in any way, we want to have the opportunity to put things right.Our Client Care Team will assist you and do their best to solve your issue promptly and fairly. We value the opportunity to review the way we do business and help us meet our customers’ expectations.

Complaints Handling

Complete our complaint form here and we will take it from there, alternatively you can reach us by email at [email protected] or write to us at:
  • TrueLayer (Ireland) Limited,
  • 25-28 North Wall Quay,
  • Dublin 1, D01 H104,
  • Ireland.
Once received, we will acknowledge your complaint within 3 business days. An investigation will be conducted, and you will receive a full response within 15 business days of receipt of your complaint. If we need to investigate beyond the 15 business days, we will update you on progress and the expected resolution date.

Financial Service and Pensions Ombudsman

If you are still not satisfied, then you have the right to escalate your complaint to the Financial Service and Pensions Ombudsman. The Financial Ombudsman is an independent body that deals with consumer complaints on financial services and products in Ireland. You can contact them on +353 1 567 7000, through their website, or in writing to:
  • Financial Services and Pensions Ombudsman
  • Lincoln House,
  • Lincoln Place,
  • Dublin 2,
  • D02 VH29
  • Ireland

EEA Online Dispute Resolution

Under European Union rules, consumers who purchase products or services online have a right to resolve out of court disputes which have arisen online. You can lodge your complaint in your country of domicile with the Online Dispute Resolution process.

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