Complaints Procedure

  1. Purpose

    Oxendale & Co. Limited (“Oxendales” or “The Firm”) is committed to ensuring that it offers quality, transparent and fair products, and services to its consumers.

    Oxendale & Co. Limited is authorised and regulated by the Central Bank of Ireland (“CBI”) as a licensed High-Cost Credit Provider.

    This procedure has been created in accordance with the Consumer Protection Code 2026.

    Oxendales is committed to treating consumers fairly and delivering fair consumer outcomes. However, from time-to-time things can go wrong. Oxendales will take all reasonable steps to resolve any complaint with the consumer making the complaint.

  2. Definition of a Customer Complaint

    A complaint is considered to be any expression of grievance or dissatisfaction by a consumer, either orally or in writing, in connection with:

    1. The provision or the offer of the provision of a product or service to a consumer by a High-Cost Credit Provider. Or
    2. The failure or refusal of a High-Cost Credit Provider to provide a product or service to a consumer.

    3. A consumer may make a complaint verbally, or by any other communication channel they may choose, this includes letter, email, social media, or webchat.

  3. Complaint Process

    3. 1. How can I make a complaint?

    You have several ways in which to get in touch with us and voice your concerns.

    • Verbally over the phone: Speak with one of our agents over the phone who can log your complaint. Call us on 01 8300600 / 01 8300800 between 9am and 5pm.
    • Written correspondence: Send you complaint in writing to our office in Woodford Business Park, Santry, Dublin 17, D17 W995, or send a complaint in writing to our email address financialservices@oxendales.ie
    • Social media and Webchat: Voice your concerns through our webchat feature or our social media.

    4. 3. 2. What happens next?

    • We aim to resolve all issues where possible when you contact us.
    • If we are unable to resolve your complaint within 5 business days, we will write to you to formally acknowledge your complaint and to provide you with a reference number for your complaint. We will also let you know the name and contact details of the person dealing with your complaint.
    • Some complaints are more complex and cannot be resolved in the time we would like. We will write to you by 20 working days with an update if your complaint is not resolved by then.
    • We may need to call you for further details in relation to the complaint and to keep you up to speed on our investigations. You may receive these requests by phone or in writing.
    • Some complicated complaints may take longer and therefore we will provide an update on day 40 (working days)
    • Where the 40 working day period has elapsed and the complaint is not resolved, Oxendales will:
      • notify the consumer making the complaint of the anticipated timeframe within which Oxendales hopes to have the complaint fully resolved.
      • in cases where the consumer has a right to refer the matter to the Financial Services & Pension Ombudsman (FSPO), Oxendales will inform the consumer of their right to refer the matter to the FSPO, and
      • provide the consumer with the contact details of the FSPO.
    • Once all the details of your complaint have been investigated, we will issue you with a “Final Response Letter”. This will be issued within 5 working days of the completion of the investigation, Oxendales will advise the consumer making the complaint on paper or on another durable medium of:
      • The decision at the conclusion of the investigation, including the reasons for that decision,
      • Where applicable, the term of any offer or settlement being made to the consumer making the complaint,
      • Where the consumer has a right to refer the matter to a relevant ombudsman, the fact that the consumer may refer the matter to the relevant ombudsman, and
      • The contact details of such ombudsman.

What if I am still not satisfied?

If you are not satisfied with our initial response to your complaint and you have additional information to add to the complaint, we encourage you to contact us to discuss the matter further.

If you remain dissatisfied after contacting us again, you have the option to escalate your complaint to the Financial Services and Pensions Ombudsman (FSPO). They can assist you in resolving your complaint through mediation or through investigation and adjudication. Find out more information about how to make a complaint to the FSPO. You can contact the FSPO by:

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