Complaints policy.

We always endeavour to offer the best possible service but we recognise that sometimes customers might feel disappointed.  We will try to resolve any issues as quickly as possible, in as fair a way as possible.

Our regulator, the Central Bank of Ireland, requires certain procedures are adhered to, but we also recognise that complaints can be good for our business and we can learn from them.  We therefore review any trends that emerge so we can improve our service where needed.  We acknowledge the right of customers to have any expression of dissatisfaction dealt with courteously, professionally and in a timely manner.

If you are dissatisfied at any time with the service that you receive from us, do not hesitate to contact us.  We have an internal complaints procedure and will deal with your complaint promptly.  Please address your correspondence to: Chief Executive, Allen Retirement and Finance Ltd, 68 Harcourt Street, Dublin 2, or by email to complaints@arf-pensions.com.

Any complaint should be made verbally or preferably in writing to us. Any such complaint will be recorded and acknowledged within five business days. Any complaint received will be fully investigated by us and a full response will be provided to you. Updates on the progress of handling your complaint will be provided every 20 business days in writing. Our objective is to investigate and resolve any complaint within 40 business days.

If you are not satisfied you are likely to have the right to refer the complaint to the Financial Services and Pensions Ombudsman.  Please note however, that they will not look at a complaint until it has been raised with Allen Retirement and Finance and Allen Retirement and Finance has had a reasonable time to respond.  We will provide full details of the service when we respond to your complaint.

Last update: 22 April 2026