State Savings Customer Complaints Process

It is our policy to deliver our Prize Bonds and State Savings products to you, in a friendly and professional manner.

If you are dissatisfied with our service or products then you may raise your concerns by completing the relevant customer complaint form or by writing a letter.

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:

1. Customer Complaint Form

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

For complaints relating to all other State Savings products, complete the 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.

2. Writing a Letter

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

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

3. Complaint Investigation Procedure:

A record of each written complaint will be recorded in a formal register in 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 State Savings Complaints Appeals Unit, Prize Bonds, Fexco Centre, Killorglin, FREEPOST, Co Kerry, V93 WN9T.

  • To appeal a complaint relating to all other State Savings products, contact the 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 State Savings Customer Complaint Handling process.

Contacting State Savings

You can contact State Savings for more information as follows:

  • For Prize Bonds:

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

    • Email us at: Prizebonds@StateSavings.ie

  • For all other State Savings products:

  • Phone us at 1850 30 50 60 / +353 1 705 7200

  • Text us at 0852 30 50 60

You can also visit us at any Post Office.