Handling Procedure
MoCo takes any complaint, grievance or expression of dissatisfaction from a customer, consumer or related third-party seriously, and will handle and investigate each with the view to ensuring all parties and individuals are treated fairly.
If you wish to make a formal complaint, or express dissatisfaction please provide all relevant details in writing either by email to: complaints@moco.ie.
Or by post to:
MoCo Complaints
7/8 Upper Mount Street
D02 FT59
Once a formal complaint is received, MoCo will make every effort to resolve the complaint in a timely manner.
If we cannot resolve the complaint within 5 business days, we will issue you with an acknowledgement recognising your grievance, advising that the complaint is being investigated, requesting any additional information that we may need to complete the investigation, and advising who you can contact in relation to the complaint.
We will aim to provide you with a full and final response to your complaint within 20 days of receipt. This final response letter will contain the outcome of any investigation we conducted and any further action we are proposing to take.
If we cannot complete our investigation within 20 business days, we will write to you or email you with an update and an estimate of when you can expect to receive our final response.
If at any time you believe your complaint is not being dealt with fairly, or in a timely manner, or are not happy with any element of the process, you can refer your complaint to the Financial Services and Pensions Ombudsman:
