Currach - Complaints Management on the Consumer Protection Code Clock

Dashboard, intake inbox, complaints list with quick view, complaint detail with 6 tabs, and the approvals queue. Every one of the 24 demo complaints opens its own detail page.

Acknowledge within 5 business days, update every 20, resolve within 40, final letter within 5 of the investigation ending. Each due date is calculated from the received date on an Irish calendar with the 10 public holidays of 2026, St Brigid's Day included.

Grievance or dissatisfaction, about an Ardcarra product or service, from a consumer or someone acting for one. The answers give Complaint, Query, Not ours or Needs check, across 14 intake items from 7 channels.

24 customers and complaints across personal loans, home improvement loans, hire purchase and PCP, 10 approval requests in 4 tabs, 11 staff in 3 complaints teams, with English and Irish-language cases.

Complaints Hiding in Other Channels

The Code treats a complaint broadly as any expression of grievance or dissatisfaction, spoken or written. Grumbles in call notes, social messages, scanned letters and app feedback were never logged, while plain queries were sometimes logged as complaints.

Deadlines in Irish Business Days

Acknowledgement, updates, resolution and the final letter each run in business days, excluding weekends and Irish public holidays such as St Brigid's Day and the October bank holiday. The revised Code applying from March 2026 keeps a similar framework, so the timings must be configurable rules, not fixed numbers.

Letters That Must Say the Right Things

A final response has to answer each issue, state the outcome and any redress, and set out the right to refer to the FSPO with its contact details. Customers who chose Irish get their letters in Irish, translated by people and checked before sending.

Vulnerable Customers and Approvals

The revised Code puts more weight on customers in vulnerable circumstances, whose support needs must be recorded yet kept restricted. Senior staff fall under the Individual Accountability Framework, so every approval has to show who approved what, under which authority.