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Complaints Procedure

COMPLAINTS PROCEDURE

Providing a first-class service to our customers is very important to Carole Nash Insurance Consultants (Ireland) DAC . However, we accept that things may go wrong from time to time and if they do, we are keen to listen to your views so that we can learn from any mistakes and improve our service wherever possible. With this in mind, the following procedure is in place to ensure you are kept fully up to date with the progress of your complaint and also to guarantee your complaint is managed fairly and promptly.

STEP ONE

A member if our Complaints Team will be appointed to undertake an investigation into your complaint.

STEP TWO

We will aim to conclude our investigation within five working days. If however, we are unable to finalise your complaint within this timescale, we will write to acknowledge your complaint. If after 20 working days we are still not in a position to resolve your complaint, we will write to update you on the present position of the investigation. We will also advise you of a date of when we anticipate the complaint will be completed (this will be within 40 working days of receipt of your complaint).

STEP THREE

We will then write our response letter to you, confirming our findings and stating any financial redress, if applicable. We will also advise if your complaint has been upheld or rejected. Our response letter will be classed as our final response.

STEP FOUR

If, upon receipt of our final response letter, you are not fully satisfied with the outcome of our investigation, you may refer your complaint to the Financial Services and Pensions Ombudsman (FSPO) within six months of the date of our letter. If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if it believes that the delay was as a result of exceptional circumstances.

The FSPO is an independent organisation, for more information on FSPO please visit https://www.fspo.ie/about-us/. FSPO contact details: The Financial Services and Pensions Obudsman, Lincoln House, Lincoln Place, Dublin 2,D02 VH29

Telephone: +353 1 567 7000

Email:  info@fspo.ie

Website: https://www.fspo.ie/ 

Any decision made by the FSPO is only binding on the Insurer and Carole Nash Insurance Consultants (Ireland) DAC and you remain free to take action in court.

This procedure for the handling of complaints is entirely without prejudice to your rights in Irish Law and you are free at any stage to seek legal advice and take legal action.

Last updated September 2019.

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