COMPLAINTS (EU)
We take all complaints seriously and endeavour to resolve all grievances promptly. Please let us know when you feel we have made a mistake or done something you find unsatisfactory. You will help us improve our service further.
If you wish to contact us about a complaint, the first step is to contact your insurance broker or Managing General Agent (MGA) who provided you with your insurance policy. If your concern is about their service, or the way the policy was sold to you, they will respond to your complaint.
Please note you will be asked for your policy or claims number and contact details.
If you have contacted your insurance broker or the MGA who provided you with your insurance policy and they have not been able to resolve the matter, please get in touch with us by using our Contact Us form and we will endeavour to resolve the matter for you.
Taking your complaint elsewhere
If you are not satisfied with the response to your complaint, or have not received a response within eight (8) weeks, you may be entitled to complain to the Financial Ombudsman Service (UK), Financial Services and Pensions Ombudsman (Ireland) or Office of the Arbiter for Financial Services (Malta).
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Financial Ombudsman Service (UK) |
Financial Services and Pensions Ombudsman (Ireland) |
Office of the Arbiter for Financial Services (Malta) |
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The Financial Ombudsman Service |
Financial Services and Pensions Ombudsman Lincoln House, Lincoln Place, Dublin 2, D02 VH29 |
Office of the Arbiter for Financial Services |
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T: 08000234567 or 03001239123 |
T: +35315677000 |
T: (+356) 21 249 245 or 80 072 366 |
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E: complaint.info@financial-ombudsman.org.uk |
E: info@fspo.ie |
E: complaint.info@asf.mt |
Our Complaints Data
Figures from January – June 2023
| Type of Complaint | Number of Complaints opened per 1,000 policies in force (Number in force at the end of the reporting date) | Number of Complaints opened per 1,000 policies in force (Within the Reporting Period) | Number of Complaints opened | Number of Complaints closed | % closed within 3 days | % closed after 3 days but within 8 weeks | % upheld | Main cause of Complaint |
| Insurance | 1.57 | 2.5 | 3,602 | 3,560 | 33.62% | 57.66% | 30.93% | Information, Sums/Charges or Product Performance – Product Performance/features. |
