Our commitment to addressing your concerns: 

Here's what you can expect when you file a complaint with us: 

Opportunity to Express Your Concerns: 

Regardless of whether you choose to voice your complaint orally or in writing, we provide everyone with the chance to have their concerns handled following our established complaints process. 

Recording Your Complaint: 

Every complaint you file with us is carefully documented. 

Swift Resolution: 

We aim to resolve your complaint within the relevant department as quickly as possible. 

Acknowledgment of Your Complaint: 

If an immediate resolution isn't possible, we'll acknowledge your complaint within five business days of receiving it. 

Regular Updates: 

You will receive regular updates on the progress of the investigation, at least every 20 business days from the date you made the complaint. 

Timely Response: 

We will respond to your complaint within 40 business days from the date of receipt, provided we have all the necessary information and have completed any required investigations. 

Expert Review for Escalated Complaints: 

If your complaint is escalated, it will be reviewed by experienced and independent individuals who are separate from the situation you are complaining about. 

Transparent Communication: 

If we cannot respond within 40 business days due to missing information, unavailability, or complexity, we will promptly inform you, discuss an alternative timeframe, and keep you informed of our progress every 20 business days unless otherwise agreed. 

Comprehensive Response: 

We will provide a written response, explaining the reasons behind the complaint, our decision, and your right to escalate the complaint to the Financial Services and Pensions Ombudsman if you are not satisfied with our response. We will include contact details for the Financial Services and Pensions Ombudsman and the timeframe within which you must take the complaint to the Financial Services and Pensions Ombudsman. 

Your satisfaction is our priority, and we are committed to resolving your concerns effectively. If you have a complaint you can reach us by phone, email or in writing at the contact details below: 

OUTsurance DAC 

By phone: 1800 600 400 

By email: complaints@outsurance.ie 

In writing: 2nd floor, Building 3, The Campus, Cherrywood Business Park, Dublin 18, Co. Dublin 

We have established a formal procedure for handling complaints to ensure that your concerns are properly addressed. If you are dissatisfied with our response or the way we have handled your complaint, you have the option to escalate your case to: 

Financial Services and Pensions Ombudsman 

By phone: 01 567 7000  

By email: info@fspo.ie 

In writing: Lincoln House, Lincoln Place, Dublin 2, D02 VH29

It is important to note that the Financial Services Ombudsman will only be able to consider your complaint once OUTsurance has had the opportunity to resolve your complaint.