Ireland State Savings Customer Complaints Process

It is our policy to provide Ireland State Savings products to you, in a professional and friendly manner.

If you are dissatisfied with our service or products then you can raise your concerns by completing the relevant customer complaint form or by writing to us.

Customer Complaint Handling Process

If you have reason to complain about the provision of a service, or the failure to provide a service, you may register a complaint as follows:

Customer Complaint Form

For complaints relating to Prize Bonds, complete the Prize Bonds Customer Complaint Form.

For complaints relating to all other Ireland State Savings products, complete the Ireland State Savings Customer Complaint Form.

You may scan the completed Customer Complaint Form as a PDF and send it by email to Complaints@StateSavings.ie, or send it by post.

Writing a Letter

For Prize Bonds, please write to: Ireland State Savings, Customer Complaint Unit, Prize Bonds, Fexco Centre, Killorglin, FREEPOST, Co. Kerry, V93 WN9T.

For all other Ireland State Savings products, please write to: Ireland State Savings, Customer Complaint Unit, GPO, FREEPOST, Dublin 1, D01 F5P2.

Complaint Investigation Procedure:

A record of each written complaint will be recorded in a formal register in Ireland State Savings.

  • Your complaint will be investigated and adjudicated upon by a senior staff member as complaint owner.

  • Your complaint will be acknowledged within five business days of when the complaint was received.

  • You will be provided with the name of an individual to be your point of contact until the complaint is resolved / adjudicated upon.

  • You will be provided with updates on the progress of any investigation at intervals of not greater than 20 business days until the investigation is completed and a final response is formally issued.

  • We will attempt to investigate and issue a formal response to you within a maximum period of 40 business days. You will be advised if it is expected that it will take longer to review and finalise enquiries.

If you are not satisfied with the outcome of the complaints procedure or believe the final response to be in error, you may appeal the response in writing, giving your reasons, to the relevant appeals unit listed below:

  • To appeal a Prize Bonds complaint, contact the Ireland State Savings Complaints Appeals Unit, Prize Bonds, Fexco Centre, Killorglin, FREEPOST, Co Kerry, V93 WN9T.

  • To appeal a complaint relating to all other Ireland State Savings products, contact the Ireland State Savings Complaints Appeals Unit, GPO, FREEPOST, Dublin 1, D01 F5P2.

  • You can also contact us by email at Appeals@StateSavings.ie

All appeals will be reviewed independently of the original investigation and adjudication.

Such reviews should be completed within 20 business days of receiving an appeal. Please note that it is our policy to retain records of complaints for a period of six years after which they will be destroyed.

Click to download the Prize Bonds Customer Complaint Handling process.
Click to download the Ireland State Savings Customer Complaint Handling process.

Contacting Ireland State Savings

You can contact Ireland State Savings for more information as follows:

  • For Prize Bonds:

    • Write to us at: Ireland State Savings, Prize Bonds, Fexco Centre, Killorglin, FREEPOST, Co. Kerry, V93 WN9T.

    • Email us at: Prizebonds@StateSavings.ie

  • For all other Ireland State Savings products:

    •  Write to us at: Ireland State Savings, GPO, FREEPOST, Dublin 1, D01 F5P2.

    •  Email us at : Service@StateSavings.ie

  • Phone us at 0818 20 50 60 / 01 705 7200

You can also visit us at any Post Office.