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Ireland complaints handling

Definition of a complaint

A statement of dissatisfaction addressed to an insurance undertaking by a person relating to the insurance contract or service he/she has been provided with. Complaints handling should be differentiated from claims handling as well as from simple requests for execution of the contract, information or clarification.

 

Definition of a complainant

A person who is presumed to be eligible to have a complaint considered by an insurance undertaking and has already lodged a complaint e.g. a policyholder, insured person, beneficiary and in some jurisdictions, injured third party.

 

Timescales

A prompt acknowledgement of the complaint, in writing, within 5 (five) business days of the complaint being made.

An update on the progress of the investigation of the complaint, in writing, within 20 (twenty) business days of the complaint being made. A final response should be provided within 40 (forty) business days of receipt of the complaint.

Once the 40 (forty) business days have passed and the complaint has not been resolved, to be advised of the expected timescale in which the complaint should be resolved.

 

External Dispute Resolution

Financial Services and Pensions Ombudsman

Lincoln House

Lincoln Place

Dublin 2

D02 VH29

Ireland

Tel: +353 1 567 7000

E-mail: info@fspo.ie

Website: www.fspo.ie