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Legal

Complaints procedure

Last updated: 28 October 2026

If you are unhappy with any part of our service, please tell us. This procedure explains how to complain, what we do, and where else you can go. It does not affect your legal rights.

How to complain

Please tell us your name and contact details, your order number and the company name if relevant, what went wrong, and what you would like us to do. Send copies of any relevant emails or documents. If you complain by phone, we will write down your complaint and send you a copy. If you need us to make adjustments to help you complain, please tell us.

What happens next

  1. Acknowledgement. We acknowledge your complaint in writing within 5 working days and tell you who is handling it.
  2. Investigation. We review your order records and messages, and contact you if we need more information.
  3. Our response. We aim to send you a full written response within 20 working days. If we need longer, for example because we are waiting for the CRO, we will tell you why and when to expect it.

If you are not happy with our response

Ask us to review it. A director or senior person who was not involved will look at your complaint again and send you our final response within 8 weeks of your first complaint. Our final response will explain your options.

If you are still not satisfied

If you are a consumer:

  • Competition and Consumer Protection Commission (CCPC). The CCPC gives free information about your consumer rights at ccpc.ie and by phone on 01 402 5555. It does not resolve individual disputes.
  • Small Claims procedure. You can bring a claim of up to €2,000 through the District Court's Small Claims procedure, which is designed to be used without a solicitor. See courts.ie.
  • European Consumer Centre Ireland. If you live in another EU country, Iceland or Norway, ECC Ireland can help with a cross-border dispute free of charge. See eccireland.ie.
  • Alternative dispute resolution. We do not currently use an alternative dispute resolution scheme. If one becomes suitable for your complaint, our final response will say so.

If you are a business customer, you can take independent advice or bring a claim in the Irish courts, as set out in our terms.

Complaints other bodies deal with

The CRO. We cannot overturn CRO decisions, such as refusing a name, querying a form or striking off a company. You can raise these with the CRO through cro.ie.

Your personal data. Contact us first. If you are not satisfied, you can complain to the Data Protection Commission at dataprotection.ie.

How we use what we learn

We keep a record of every complaint and how we resolved it, and review them regularly to improve our service. We use the personal data in your complaint as our privacy notice explains.