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Complaint Process

If you are dissatisfied with any aspect of the service Republic has provided, you may submit a formal complaint by following the guidance set out on this page. Complaints are handled free of charge and in accordance with the regulatory requirements applicable in your jurisdiction.

Republic is committed to addressing all complaints fairly, clearly, and within the timeframes prescribed by the CBI’s Consumer Protection Code (“CPC”) and applicable ECSP regulations.

How to make a complaint:

Complaints should be submitted by email to complaints@republic.com

When submitting a complaint, please provide sufficient information to allow us to understand and assess the issue. This should include details of your investment, the nature of your complaint, and the outcome you are seeking.

If you require assistance in making or submitting a complaint due to personal circumstances or vulnerability, please let us know. Republic will take reasonable steps to provide appropriate support, in line with its obligations under the CPC 2025.

Complaints relating specifically to services provided by third parties, such as payment or funds handling services, may be subject to the complaints process of the relevant provider.

Handling of your complaint

Upon receipt of your complaint, Republic will acknowledge it in writing within five business days. During this initial period, Republic will conduct a preliminary review and, where possible, seek to resolve the matter at an early stage.

Within ten business days of receipt, Republic will confirm whether the complaint is considered admissible in accordance with applicable ECSP requirements. Where a complaint is deemed inadmissible, Republic will provide a clear explanation of the reasons for this decision.

Investigation and Updates

Where a complaint requires further investigation, Republic will keep you informed of progress and provide written updates at intervals of no more than twenty business days.

Republic aims to resolve all complaints within forty business days, in line with applicable regulatory requirements.

Resolution

Once our investigation is complete, Republic will issue a written final response within five business days. The final response will set out the outcome of our review and will include, where relevant:

  • A summary of your complaint.
  • An explanation of our assessment.
  • The outcome of the investigation.
  • Any proposed resolution or offer of redress, where applicable.
  • Confirmation of your right to refer the matter to the Financial Services and Pensions Ombudsman (“FSPO”) if you remain dissatisfied.

Where Republic is unable to issue a final response within forty business days of receiving your complaint, Republic will inform you in writing of the reasons for the delay, the expected timeframe for completion, and your right to refer the matter to the FSPO without waiting for a final response.

Financial Services and Pensions Ombudsman (FSPO)

If you are not satisfied with our final response, or if your complaint has not been resolved within forty business days, you may refer the matter to the FSPO. The FSPO is available to consumers as defined under Irish law, including individuals and certain small businesses and charities.

The contact details for the FSPO are as follows:

European Commission’s Online Dispute Resolution

You may also be entitled to submit a complaint through the European Commission Online Dispute Resolution platform. Further information about the Online Dispute Resolution service, including eligibility and how to submit a complaint, is available at ec.europa.eu/consumers/odr.

Complaints Records

Republic maintains a record of each formal complaint received. In accordance with the Consumer Protection Code, records relating to the complaint, the investigation conducted, and the outcome reached are retained for a minimum of six years following the resolution of the complaint.