MUFG Corporate Markets - Ireland Complaints Procedure

1. Introduction

These procedures apply in respect of business carried out by either MUFG Corporate Markets (Ireland) Limited or by MUFG Corporate Markets Trustees (Ireland) Limited, both trading as MUFG Corporate Markets.

The term “complaint” includes any expression of dissatisfaction, whether oral or written, justified or unjustified, regarding our activities. MUFG Corporate Markets has established procedures for all complaints.

2. Receiving complaints

Complaints can be made by telephone, letter or email. 

3. Responding to complaints

Our aim is to investigate and respond in full within five working days of receipt of the complaint. However, if this is not possible, (due to further investigation being necessary) an acknowledgment will be sent giving the timescale in which the complainant should expect a reply.

A copy of the complaint’s procedure will be sent to the complainant with the acknowledgment letter (or final response if this is sent within five working days).

4. Investigation of complaints

The person investigating the complaint will liaise with the department(s) involved in order to gather all relevant information in relation to the complaint. They will come to a conclusion, as to whether or not the complaint is justified.

5. Complaint resolution

Once the team has completed their investigation, they will propose a resolution which will then be reviewed by a member of the management team. 

Where it is appropriate we will aim to ensure immediate rectification for any act or omissions for which MUFG Corporate Markets is responsible.

6. Timetable for responding to complaint 

FIVE WORKING DAYS - Within five working days a full response or an acknowledgment of the complaint will be sent to the complainant.

FIVE TO TEN WORKING DAYS AFTER ACKNOWLEDGEMENT A final response setting out the proposed resolution of the complaint will be sent to the complainant, within five to ten working days of our acknowledgement. 

If further investigation is required a letter will be sent to the complainant to explain the reason for the delay in replying to the complaint. A timescale for the response will be provided.

7. Final response

A final response is the formal response sent to the complainant that either:

i. Accepts the complaint and where appropriate offers redress.

ii. Offers redress without accepting the complaint.

iii. Rejects the complaint giving the reasons for doing so.

Tell us about your concerns

We are sorry that you are unhappy and need to raise your concerns.  Our priority is to provide you with an excellent customer experience. If you have encountered a problem, it is important to let us know.  Our aim will be to put things right as soon as possible.

You can let us know about your concerns by contacting us:

By letter

MUFG Corporate Markets,
Suite 149, The Capel Building
Mary’s Abbey
Dublin 7, D07 DP79, Ireland

By phone

If you are a shareholder in an Irish company whose share register is managed by MUFG Corporate Markets (Ireland) Limited or a participant in an Irish employee share scheme administered by MUFG Corporate Markets Trustees (Ireland) Limited, please call us on +353 (0)1 553 0050.

We are open between 09:00-17:00, Monday to Friday excluding Irish public holidays.

By email:

EnquiriesIreland@cm.mpms.mufg.com quoting “COMPLAINT” in the Subject line.

To help us put things right as quickly as possible please provide the following details:

• your full name and address
• full details of your complaint
• your contact information e.g. telephone number
• the company or service to which the complaint relates
• how you think the complaint could be resolved
• photocopies of any paperwork supporting your complaint (please keep the original copies).

Timetable for responding

FIVE WORKING DAYS - Within five working days a full response or an acknowledgment of the complaint will be sent to the complainant.

FIVE TO TEN WORKING DAYS AFTER ACKNOWLEDGEMENT - A final response setting out the proposed resolution of the complaint will be sent to the complainant, within five to ten working days of our acknowledgement.

If further investigation is required a letter will be sent to the complainant to explain the reason for the delay in replying to the complaint. A timescale for the response will be provided.

Share registration activities are not regulated activities and your complaint will not be eligible for referral to the Financial Ombudsman Bureau. However, on any occasion of complaint we follow a robust complaints procedure and where appropriate, ensure immediate rectification.