Customer Complaint Procedures

Introduction:

While it is the mission and objective of ‘Dandelion’ to provide a first class, friendly and professional insurance advisory service to everyone whom we have dealings with, we recognise that, despite our very best efforts to give 100% satisfaction, we may give cause for customer complaints and customer dissatisfaction from time to time during the course of our business.

We value your business and we guarantee you our prompt and courteous attention at all times. For this reason, therefore, we place great emphasis on the full, timely and fair operation of our Customer Complaint Policy and our Customer Complaint Procedure set down below.

1. Recognising A Customer Complaint

A customer complaint is any serious expression of dissatisfaction about our services or fees made by (or on behalf of) a customer.

Customer complaints may be made in writing, by telephone, or by personal visit.

All customer complaints are dealt with in accordance with our 'Customer Complaint Policy’ and the ‘Customer Complaint Procedure’ set out below.

2. Customer Complaint Policy

It is our policy to make sure that:

• Every customer complaint is dealt with fairly, fully and promptly
• Where possible, we will resolve your complaint to your satisfaction in a professional, amicable and courteous manner
• You will receive a full & honest written response to your complaint
• Where we are wrong, we will admit our mistake to you and take steps to rectify it for you
• If we feel that your complaint is unfair or unjustified, we will explain our position to you
• If you remain dissatisfied with us, we will tell you about your right to refer your dispute to the Financial Services Ombudsman.
• At all times we will do our very best to communicate with you in plain, simple, language which is easy to understand and free from insurance jargon.

3. Customer Complaint Procedure

Step 1 - Your complaint will be logged in our ‘Complaint Register’ and cross-referenced to your file.

Step 2 - Your complaint will be properly documented in your file.

Step 3 - A written acknowledgement of your complaint will be sent to you within 10 days of us receiving it and a copy of this acknowledgement will be kept on your file.

Step 4 - Your complaint will be thoroughly investigated for you.

Normally this investigation should be completed within one month of us receiving your original complaint. But if, for reasons beyond our control, your complaint cannot be realistically investigated within this timeframe we will provide you with regular progress reports at intervals of six weeks or less.

Step 5 - When your complaint is fully investigated we will send you in writing, and within seven days, the results of the final determination.

Where appropriate, these written results will contain the terms of any proposed settlement.

Step 6 - Any enquiries received from you after the initial complaint will be promptly dealt with within 10 days of us receiving your enquiry.

Step 7 - Where you express dissatisfaction with the outcome of the determination – and we believe that we have exhausted all avenues to amicably resolve the dispute – we will advise you of your right to refer the complaint to the Financial Services Ombudsman.

Step 8 - When a complaint file is closed, this fact will be recorded by us in the ‘Customer Complaint Register’.

Step 9 - We will retain all customer complaint correspondence for a minimum period of six years.

Step 10 - On request, we will promptly provide the Financial Services Ombudsman or Central Bank of Ireland with full information about a customer complaint.

Step 11 - The Customer Complaint Register will be retained permanently and, if required, will be available for inspection by the Financial Services Ombudsman.

Responsibility For Handling A Customer Complaint

Mr. Kieran Devenish, Managing Director, will take full responsibility for handling any customer complaints.