Complaints Handling Policy

RSK Investlink Limited t/a Invest Link is regulated by the Central Bank of Ireland.

1. Our Commitment to You

At Invest Link, we are committed to providing a high standard of service to all our customers. We take any dissatisfaction seriously and view complaints as an opportunity to improve our services.

If you are unhappy with any aspect of our service, please let us know — we will do everything we can to resolve the matter promptly, fairly, and transparently.

2. How to Make a Complaint

Whilst we are happy to receive verbal complaints, it would be preferable that any complaints are made in writing via email to complaints@investlink.ie

You can also contact us in any of the following ways:

• In writing: 10 Anglesea House, 63 Carysfort Avenue, Blackrock, Co Dublin A94 X209
• By phone: +353 1 211 8960

To help us investigate your complaint quickly, please provide:

• Your full name and contact details
• Details of your policy or reference number (if applicable)
• A clear description of your complaint and any relevant information

We are also committed to providing an accessible and convenient complaints process across all channels. Under the Consumer Protection Code 2025, you may submit a complaint through any channel you normally use to interact with us, including online, through our digital contact options or website forms (where available). Complaints submitted digitally or through our website will receive an immediate or near-immediate acknowledgement, and all complaints are handled consistently across channels in line with our regulatory obligations.

3. Our Complaints Handling Process

Step 1 – Acknowledgement

We will acknowledge your complaint in writing within 5 working days of receiving it. Our acknowledgement will include:

• The name and contact details of the person handling your complaint.
• An outline of the next steps and when you can expect further updates.

Step 2 – Investigation and Updates

We will investigate your complaint fairly, thoroughly, and promptly. We will keep you informed of progress at regular intervals, and at least every 20 working days, until your complaint is resolved.

Step 3 – Resolution

We aim to resolve complaints as quickly as possible.

• If we resolve your complaint within 5 working days, we will send you a written confirmation of the outcome.
• If your complaint takes longer to resolve, we will provide you with a final response in writing within 40 working days from the date we received your complaint.

If we cannot resolve your complaint within 40 working days, we will:

• Inform you of the reasons for the delay.
• Advise you of your right to refer the matter to the Financial Services and Pensions Ombudsman (FSPO).

4. If You Are Not Satisfied

If you remain dissatisfied with our final response or if 40 working days have passed since you first made your complaint, you have the right to refer your complaint to the:

Financial Services and Pensions Ombudsman (FSPO)
Lincoln House, Lincoln Place, Dublin 2, D02 VH29
Phone: +353 (0)1 567 7000
Email: info@fspo.ie
Website: www.fspo.ie

5. Additional Support for Vulnerable Customers

We are committed to supporting customers who may be vulnerable due to personal circumstances. If you need additional help in making a complaint — for example, due to health, accessibility, language, or financial challenges — please let us know. We will make reasonable adjustments to support you through the process.

6. Record Keeping

We maintain a record of all complaints received. These records are retained in accordance with regulatory requirements and are regularly reviewed to help us improve our products and services.

The person responsible for complaints in this firm is: Ross Lynam Loane

Effective date of this Complaints Policy: 24th June 2026

RSK Investlink Limited t/a Invest Link is regulated by the Central Bank of Ireland. Registered office: Anglesea House, Suite 10, 63 Carysfort Ave, Newtown, Blackrock, Dublin, A94 X209. Registered Number: 662539. Directors: Ross Lynam Loane, Georgina Roche. Tel: 01 2118960 · Email: info@investlink.ie · Web: www.investlink.ie