It is our policy to promote the highest standard of service for our clients. We endeavour to ensure that all complaints are resolved satisfactorily and in a timely manner.
If you have a complaint about our services, you may contact the member of our staff with whom you normally deal.
Alternatively please contact:
Graham Devine at Getcover House, Unit 6, Leopardstown Office Park, Sandyford, Dublin 18, Ireland
You may make your complaint either orally or in writing.
Once a complaint has been received by us the following procedure will apply:
- We will acknowledge in writing each complaint within 5 business days of receipt. This acknowledgement will include a notification that the complainant can refer the matter to the Financial Services and Pension Ombudsman (FSPO) if he/she is not happy with the outcome of our investigation, or if the matter has not been resolved within 40 business days, the anticipated timeframe within which the firm hopes to resolve the complaint. Contact details of the Financial Services and Pension Ombudsman will also be provided.
- We shall investigate the complaint as swiftly as possible, and, the complainant will receive an update on the complaint at intervals of not greater than 20 days starting from the date on which the complaint is made.
- The firm will attempt to investigate and resolve the complaint within 40 business days of having received the complaint; where the 40 business days has elapsed and the complaint is not resolved, the complainant will be informed of the anticipated timeframe within which the firm hopes to resolve the complaint and that the complainant can refer the matter to the Financial Services and Pension Ombudsman and the contact details of this Ombudsman will be provided.
- Within 5 business days of the conclusion of our investigation of the complaint, we shall send a written report of the outcome of this investigation. This report shall include, an explanation of the terms of any offer that the firm is prepared to make in settlement of the complaint. We will also inform the complainant of the right to refer the complaint to the Financial Services and Pension Ombudsman and will provide the consumer with the contact details of the Ombudsman.
- Where it appears to us that the complainant is not satisfied with the outcome of our investigation, and where we feel that we cannot progress the issue further, we will immediately write to the complainant advising them of their right to refer the dispute to the Financial Services and Pension Ombudsman
If following receipt of our final response, if you are an eligible complainant, you have the right to refer your complaint to the Financial Services and Pension Ombudsman contactable as follows:
Financial Services and Pension Ombudsman,
Ph 01 567 7000
An Eligible Complainant is defined as:
- a private individual - e.g. a personal policy holder/account holder
or, subject to certain turnover limitations
- a limited company
- a Sole Trader
- a Trust
- a Club
- a Charity
- a Partnership
and you are:
- a customer of the financial service provider,
- a person to whom the provider has offered the service, or
- a person who has sought a financial service from the provider
You can also make a complaint if you are:
- a surviving dependant of a consumer
- a legal personal representative of a deceased consumer
- a widow, widower or surviving spouse or civil partner of a deceased consumer
- any person who is contractually entitled to benefit from a long-term financial service
- an employee or a former employee entitled to benefit from an income continuance plan
- a consumer who was, in relation to a credit agreement, a customer of the financial service provider in a case where a credit servicing firm undertakes credit servicing in respect of the credit agreement concerned