What is the main difference between income and salary protection insurance?

Salary protection insurance often provides coverage only for your basic salary, whereas income protection may cover additional bonuses and benefits.

What factors affect the cost of my income protection policy?

Factors such as age, health, occupation, and the level of coverage chosen can affect the cost of income protection Ireland insurance.

Can I customize my income protection insurance?

Yes, you can offer flexible options in terms of coverage amount, waiting periods, and payout options, at Clever Money, making it easier for you to tailor the insurance to your needs.

Complaints

Complaints Handling Procedure

Charterhouse Private Clients Ltd t/a Clevermoney

1. Our Commitment

Charterhouse Private Clients Ltd trading as Clevermoney (“Clevermoney”, “we”, “our”, or “us”) is committed to providing clients with a professional, fair, and transparent service at all times.

We recognise that, from time to time, clients may feel dissatisfied with some aspect of our service. We take all complaints seriously and aim to resolve complaints promptly, fairly, and in accordance with the requirements of the Central Bank of Ireland Consumer Protection Code.

2. What Is A Complaint?

A complaint is any oral or written expression of dissatisfaction made by, or on behalf of, a consumer concerning:

the provision of a financial service,
the conduct of the firm,
or the handling of a financial product or advice.

Complaints may relate to:

advice provided,
delays,
administration issues,
communications,
fees or charges,
product suitability,
or service standards.

3. How To Make A Complaint

Complaints may be made by telephone, email, letter, or in person.

Contact Details:

Compliance Officer

Charterhouse Private Clients Ltd t/a Clevermoney

18 Curragh Hill, Ballinagar, Tullamore, Co Offaly

Email: jo*@*********ey.ie

Telephone: 05793 50067

To help us investigate your complaint efficiently, please provide:

your full name and contact details,
details of your complaint,
relevant dates,
and copies of any supporting documentation.

4. Our Complaints Process

Step 1

Acknowledgement

We will acknowledge your complaint in writing within five business days of receipt.

The acknowledgement will:

confirm that your complaint is being investigated,
provide the name of the person handling your complaint,
and outline the next steps in the process.

Step 2

Investigation

Your complaint will be investigated fairly, impartially, and promptly by an appropriately qualified individual.

We will:

review all relevant documentation,
speak with relevant staff members where necessary,
and assess the matter in line with regulatory obligations and internal procedures.

We may contact you during the investigation if further clarification is required.

Step 3

Resolution

We aim to resolve complaints as quickly as possible.

Where the complaint remains unresolved after 40 business days, we will:

write to you explaining the current status of the investigation,
provide an estimate of when the investigation is likely to be completed,
and advise you of your right to refer the matter to the Financial Services and Pensions Ombudsman (FSPO).

Upon completion of our investigation, we will issue a written final response outlining:

the outcome of the investigation,
our findings,
and any proposed remedial action, where appropriate.

5. Financial Services and Pensions Ombudsman (FSPO)

If you remain dissatisfied with our final response, or if your complaint has not been resolved within 40 business days, you may refer your complaint to:

Financial Services and Pensions Ombudsman (FSPO)

Lincoln House, Lincoln Place, Dublin 2, D02 VH29

Telephone: +353 1 567 7000

Email: in**@**po.ie

Website: www.fspo.ie

The FSPO is an independent body established to resolve complaints from consumers about financial service providers and pension providers.

6. Record Keeping

Clevermoney maintains records of all complaints received and the actions taken to resolve them in accordance with Central Bank of Ireland requirements.

Complaint records are retained for the period required under applicable regulatory and legal obligations.

7. Confidentiality & Data Protection

All complaints will be handled confidentially and in accordance with applicable data protection legislation, including the General Data Protection Regulation (GDPR).

Information relating to complaints will only be shared where necessary for the purposes of investigating and resolving the complaint or where required by law or regulation.

8. Monitoring & Continuous Improvement

Complaints are monitored to identify recurring issues, improve service standards, and enhance client outcomes.

Lessons learned from complaints are incorporated into our ongoing compliance and operational procedures where appropriate.