Complaints Handling Procedure

WH Ireland is committed to providing you with an exceptional service. However, we also recognise that sometimes things can go wrong. Where you believe something has gone wrong and you have cause to make a complaint, we want to know about it and ensure that it is dealt with as quickly and effectively as possible.

We view complaints as an opportunity to understand our clients’ needs, improve our services where needed, and as a chance to put things right.

It is important you feel confident that we will take your complaint seriously. This guide explains our commitment to you below, as it is important that:

  • You know how to make a complaint
  • You know how we will deal with your complaint
  • You feel confident that we will take your complaint seriously
  • You know that we will try to resolve your complaint quickly

How to make a complaint

You can make a complaint by:

Writing to us at:
The Complaints Manager
WH Ireland Limited
24 Martin Lane,
London, EC4R 0DR

Calling us on: 020 7220 1666

Emailing us using:

What happens next

We will investigate your complaint competently, diligently, and impartially, taking account of all available information and evidence.

We will acknowledge your complaint within 5 business days of receiving it. We will aim to investigate and resolve your complaint within 8 weeks of receiving it. If we are not able to complete the investigation within 8 weeks, we will write to you to let you know why our investigation is not yet completed and when we expect to provide you with our final decision.

If you are not satisfied with our final decision, or our reasons for not being able to provide you with our final decision, you are able to refer your complaint to the Financial Ombudsman Service:

The Financial Ombudsman Service
Exchange Tower,
E14 9SR

By email:
By phone: 020 7964 100

This webpage was last updated on 9 February 2024.


Rest assured that any complaint you make will be handled sensitively. We will only share information with those who need to know and will adhere to all relevant data protection requirements.