As we have been unable to resolve your complaint to your satisfaction within 5 business days, we now provide you with a copy of our full complaints procedure, which takes effect from the date you receive this document.
A complaint is an expression of grievance or dissatisfaction by a consumer, either orally or in
Where we receive an oral complaint, we will offer our client the opportunity to have this verbal
complaint dictated to ensure we get an accurate account of the complaint.
Our complaints procedure is summarised in our Terms of Business document making clients aware
that our full complaints procedure is available on request.
On receipt of a complaint, a written acknowledgement of the complaint will be sent to you, our
client, not later than 5 working days of the complaint being received by the firm.
You will be provided with the name of the individual in the firm appointed to deal with your
You will be provided with written updates on the progress of the investigation of your complaint
every 20 working days.
Your complaint will be actively investigated and a comprehensive response is sent to you not later
than 40 business days of receipt of the original complaint.
Where your complaint has not been resolved, we will inform you of the anticipated timeframe within
which we hope to resolve your complaint, where possible. We will also advise you, our client, of
your right to refer the matter to the Financial Services Ombudsman.
Where your complaint relates to one of the Insurance Company's/Product Producers with whom a
claim is being processed by us, we will forward the complaint to the Insurance Company/Product
Producer involved. However, we will ensure that the Insurance Company/Product Producer deals
with the complaint until a satisfactory conclusion is reached.
When the complaint has been fully investigated a summary letter will be issued to you within 5
working days of completion of the investigation.
Where it has not proved possible to resolve your complaint and you remain dissatisfied with the
outcome and the firm believes it cannot make any further progress on the matter, we will advise you
We will advise you that you are entitled to refer your complaint to the:
Financial Services Ombudsman's Bureau,
Tel. 1890 - 88 20 90
Should you wish to refer your complaint to the Financial Services Ombudsman, our Compliance
Officer will issue you with a formal 'final response' letter within a maximum time-frame of 25 days
of receipt of official notification of the request.