Complaints Procedure

Our commitment

At Indigo Investment Group (IIG), we are committed to delivering a professional, responsive and client-focused service at all times. We recognise, however, that there may occasionally be circumstances where a client is dissatisfied with an aspect of our advice, service or products.

We take all complaints seriously and are committed to addressing concerns fairly, promptly and transparently. While we may agree, partially agree or disagree with a complaint following our investigation, every complaint will be handled in accordance with the procedure outlined below.

How to Make a Complaint

Any complaint should be submitted in writing to:

Complaints Officer

Indigo Investment Group

The Greenway, 112-114 St Stephen Green, D2, D02 TD28

Email: enquiries@iig.ie

Our Complaints Process

• Acknowledgement: We will acknowledge the complaint in writing, or by another durable medium, within five business days of receiving it.
• Dedicated contact: We will provide the name and contact details of the individual, or individuals, assigned to manage the complaint and act as the client’s point of contact throughout the process.
• Progress updates: We will issue progress updates, in writing or by another durable medium, at intervals not exceeding 20 business days, commencing from the date the complaint was received.
• Investigation timeframe: We will make every reasonable effort to investigate and resolve the complaint within 40 business days.
• Unresolved complaints: Where a complaint remains unresolved after 40 business days, we will advise the client of the expected timeframe for concluding the investigation, the option of referring the matter to the relevant Ombudsman, and the Ombudsman’s contact details.

Outcome of the Investigation

Within five business days of completing our investigation, we will provide a written response setting out:

1. The findings and outcome of the investigation.
2. Details of any proposed settlement or resolution, where applicable.
3. The client’s right to refer the matter to the appropriate Ombudsman if dissatisfied with the outcome.
4. The relevant Ombudsman’s contact information.

Financial Services and Pensions Ombudsman

If a client remains dissatisfied following the conclusion of our complaints process, the matter may be referred to:

Financial Services and Pensions Ombudsman

FSPO

Lincoln House, Lincoln Place, Dublin 2

Telephone: 01 567 7000

Email: info@fspo.ie

Indigo Investment Group is committed to ensuring that all complaints are handled efficiently, fairly and in accordance with applicable regulatory requirements, with the objective of achieving a transparent and satisfactory resolution wherever possible.