If you are unhappy with our service, here is how to raise a complaint.
This page is a structural template for Canterbury's complaints procedure. The specific timeframes, escalation paths, and external dispute resolution references must be reviewed and confirmed by your compliance and legal teams in line with the requirements of the Central Bank of Ireland and any applicable host-state regulators before publication.
We take complaints seriously. If you are dissatisfied with any aspect of our service, our products, or your treatment, please tell us — it is the quickest route to a resolution, and the only way we can address what has gone wrong.
Complaints can be made in writing or by telephone:
To help us deal with your complaint quickly and effectively, please include the following where possible: your name and contact details; the policy or claim reference; a clear description of the complaint and the outcome you are seeking; and any supporting documents.
We will acknowledge your complaint in writing promptly after receipt. We will then investigate the complaint and aim to provide a substantive response within the timeframes required by applicable regulation. If we are unable to resolve the complaint within the standard timeframe, we will write to you to explain the position and to indicate when we expect to be able to respond fully.
If you are not satisfied with our final response, you may have the right to refer your complaint to an external dispute resolution body — for example, the Financial Services and Pensions Ombudsman in Ireland, or the equivalent body in your country of residence within the EU. Details of any applicable external dispute resolution mechanism will be provided to you in our final response letter.
We keep records of all complaints in line with our regulatory and legal obligations, and use complaint information to improve our service and our products.
For general queries about our complaints procedure, please contact us.