Legacy Advisory Group | Complaints Handling Procedure

This procedure is operated by Legacy Advisory Group in relation to the financial services it provides in accordance with the requirements of the Consumer Protection Code 2025.

Our Objectives

Our aim is to:

  • Respond to complaints in a courteous, timely and fair manner.

  • Take all reasonable steps to resolve complaints raised by clients.

  • Address the issues identified and, where appropriate, improve our procedures to prevent similar issues arising in the future.

  • Endeavour to achieve an outcome that satisfactorily resolves the complaint. Where a complainant remains dissatisfied, we will advise them of their right to refer the matter to the Financial Services and Pensions Ombudsman (FSPO).

Complaints Procedure

  1. Legacy Advisory Group will maintain complaints register and all complaint records will be retained for a minimum of six years.

  2. Where an oral complaint is received, the complainant will be offered the opportunity to have the complaint handled in accordance with this complaints procedure. The complaint will be investigated based on our understanding of the issues raised.

  3. Complaints may be submitted in writing by post or by electronic means.

  4. Appropriate systems and controls will be maintained to ensure complaints are effectively recorded, monitored, investigated and resolved.

  5. We will acknowledge receipt of each complaint in writing within five working days. The acknowledgement will:

    • Include a copy of this Complaints Procedure.

    • Confirm that the complainant may refer the matter to the Financial Services and Pensions Ombudsman (FSPO) if they are dissatisfied with the outcome of our investigation.

    • Advise that if the complaint is not resolved within 40 business days, the complainant may also refer the matter to the FSPO.

    • Provide the contact details of the FSPO

  6. A designated point of contact will be provided to the complainant and will remain available throughout the complaints process until the complaint is resolved or all stages of this procedure have been exhausted

  7. Complaints will be investigated as quickly as possible. Updates on the progress of the investigation will be provided on paper or another durable medium at intervals of no greater than 20 working days from the date the complaint is received.

  8. We will endeavour to investigate and resolve complaints within 40 working days. Where a complaint remains unresolved after 40 working days, the complainant will be advised of:

    • The anticipated timeframe for conclusion of the investigation.

    • Their right to refer the matter to the Financial Services and Pensions Ombudsman

    • The contact details of the FSPO.

  9. Within five working days of concluding our investigation, we will provide the complainant with a written response outlining:

    • The outcome of the investigation and the reasons for the decision.

    • Details of any offer or settlement being proposed, where applicable.

    • Confirmation of the complainant's right to refer the matter to the Financial Services and Pensions Ombudsman, where applicable.

    • The contact details of the Financial Services and Pensions Ombudsman.

Where it appears that the complainant remains dissatisfied with the outcome of our investigation, and where no further progress can reasonably be made, we will advise them in writing of their right to refer the matter to the Financial Services and Pensions Ombudsman (FSPO).

A senior manager will review each complaint file upon completion to identify any procedural improvements or corrective actions that may help prevent a recurrence of similar complaints. Any resulting changes will be communicated to relevant staff and incorporated into the firm's documented procedures.

Complaints Officer

The person responsible for complaints within Legacy Advisory Group is Aidan Byrne

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 working days, you may refer your complaint to the Financial Services and Pensions Ombudsman (FSPO).

Financial Services and Pensions Ombudsman (FSPO)
Lincoln House
Lincoln Place
Dublin 2
D02 VH29

Telephone: 01 567 7000
Email: info@fspo.ie
Website: Financial Services and Pensions Ombudsman