1. Our objective
Customer satisfaction is very important to us. We, the European Depositary Bank SA, are committed to provide our services in the interest and to the fullest satisfaction of our customers. The following rules are the basis of our internal complaint management and guidelines for dealing with complaints.
Customer complaints are understood as all statements made by customers with whom they express their dissatisfaction with the services of the European Depositary Bank S.A. or their employees and/or service providers.
We take your indications as an opportunity to improve our services, quality and processes continuously.
2. Complaints procedure
All complaints will be acknowledged to the complainant by the complaint responsible person or their delegate in EDB Custodial Services Ltd within 5 business days on a durable medium such as a letter or email confirming who the individual or individuals appointed to address the complaint will be.
The complaint owner will provide the complainant updates on the progress of the complaint at intervals of not greater than 20 business days, starting from the date on which the complaint was made.
All efforts will be made to resolve the complaint by finding a satisfactory solution for the complainant within 40 business days. Where the complaint is not resolved within 40 business days the complainant may appeal or refer the decision to the Financial Services Ombudsman in Ireland.
3. Contact
Your complaints can be addressed to us as follows:
By mail
Nigel Byrne
European Depositary Bank Custodial Services Ltd
2nd Floor Block 5, Irish Life Centre
Abbey St Lower
Dublin 1, DO1 P767
Ireland
By phone
+353 1 920 3140
By email
email
Contact of local authorities:
Financial Services Ombudsman
By email
info@fspo.ie
By Phone:
+353 1 567 7000
