Intact Insurance Ireland DAC and 123.ie Complaints Procedures
We are committed to ensuring you receive the highest standards of customer care. If you believe that we have not delivered the service you expected, we want to hear from you so that we can try to put things right.
You can phone us, email us or write to us with your complaint.
Our promise to you
We will:
· Acknowledge in writing all complaints no later than five working days of the complaint being received, if your complaint has not already been resolved. This acknowledgement will provide you with the name of one or more individuals appointed by us to be your point of contact in relation to your complaint.
· Keep you informed by means of a regular update on the progress of the investigation at intervals of not greater than 20 working days, starting from the date on which your complaint was received.
· Investigate thoroughly and attempt to resolve your complaint within 40 working days of having received it. Where the 40 working days have passed and your complaint is not resolved, we will inform you of the anticipated timeframe within which we hope to resolve your complaint. We will also provide you with the details of the relevant Ombudsman, should you wish to refer the matter further.
· Within five working days of the completion of the investigation, we will advise you in writing:
i) Of the outcome of the investigation and the reason for the decision
ii) The terms of any offer or settlement being made (where applicable)
iii) That you can refer the matter to the relevant Ombudsman and the contact details of such Ombudsman
If you are still not happy
If you are still unhappy after our investigation, you may refer your complaint to the Financial Services and Pensions Ombudsman, who is an independent body that adjudicates on complaints. They can be contacted at:
Address: Financial Services and Pensions Ombudsman, Lincoln House, Lincoln Place, Dublin 2.
Call: 01 567 7000
Email: info@fspo.ie
Website: www.fspo.ie
Whistleblowing
Report a concern:
You can report any concerns through our whistleblowing service. It offers a secure and confidential way to speak up. Click here to report a concern.