How to make a complaint
We hope you will never have cause to make a complaint to us, but we recognise that occasionally, things do not go to plan. If you feel that you need to make a complaint, the following information shows you how to do so, and what will happen subsequently.
Residents of the Republic of Ireland
Any complaint should be addressed to:
OBF Insurance Group Ltd, Bridge House, Baggot Street Bridge Dublin 4, D04 X2P1, Ireland.
Phone: +353 1 660 1033
Email: info@obf.ie
Your complaint will be acknowledged, in writing, within 5 (five) business days of the complaint being received. You will also be informed of the name of one or more individuals that will be your point of contact regarding your complaint until the complaint is resolved or cannot be progressed any further. You will be provided with an update on the progress of the investigation of your complaint, in writing, within twenty business days of the complaint being received.
A decision on your complaint will be provided to you, in writing, within 40 (forty) business days of the complaint being received.
Should you remain dissatisfied with the final response or if you have not received a final response within 40 (forty) business days of the complaint being received, you may be eligible to refer your complaint to the Financial Services and Pensions Ombudsman (FSPO).
The contact details are as follows:
Financial Services and Pensions Ombudsman, Lincoln House, Lincoln Place, Dublin 2, D02 VH29, Ireland
Phone: +353 1 6 567 7000
Email: info@fspo.ie
Website: fspo.ie
Residents of the United Kingdom
In addition to the above Complaints Handling Arrangement, residents of the United Kingdom whose Product Provider is Lloyd’s Insurance Company S.A. may use the following Complaints Handling Arrangement (you should specify which arrangement you wish to use)
Any complaint should be addressed to:
OBF Insurance Group Ltd, Bridge House, Baggot Street Bridge Dublin 4, D04 X2P1, Ireland.
Phone: +353 1 660 1033
Email: info@obf.ie
Your complaint will be acknowledged, in writing, within 5 (five) business days of the complaint being made.
A decision on your complaint will be provided to you, in writing, within 8 (eight) weeks of the complaint being made.
Should you remain dissatisfied with the final response or if you have not received a final response within 8 (eight) weeks of the complaint being made, you may be eligible to refer your complaint to the Financial Ombudsman Service in the United Kingdom.
The contact details are as follows:
Financial Ombudsman Service, Exchange Tower, London E14 9SR, United Kingdom
Phone: +44 20 7964 0500 (from outside the UK) / 0800 023 4 567 (from inside the UK)
Fax: +44 20 7964 1001
Website: financial-ombudsman.org.uk
The complaints handling arrangements above are without prejudice to your right to commence a legal action or an alternative dispute resolution proceeding in accordance with your contractual rights.