Customer Complaints Procedure

Our Commitment to you 

McCarthy Insurance Group is committed to providing the highest standards of service to our  customers and to treating our customers fairly. We treat all customer complaints seriously and  handle them in strict accordance with the regulations set out in the Central Bank of Ireland’s  Consumer Protection Code.  

Making a Complaint 

If you are unhappy with any aspect of our service or products you can let us know by contacting  the Branch Manager of the McCarthy Insurance Group branch where you usually transact your  business. A list of our branch offices and their contact details can be found on our website:  www.mig.ie 

You can make your complaint in writing (by letter or E-Mail), over the phone or in person.  

Complaint Management 

Our aim is to resolve all customer complaints as expeditiously as possible. Where we cannot  resolve your complaint there and then, however, we will write to you formally within 5 working days of the date of your complaint, confirming the facts as we understand them. Our letter will  inform you of the person within McCarthy Insurance Group who will manage the investigation  of your complaint for its duration. At this time, we may ask you to provide us with additional  information to assist us in investigating your complaint.  

We endeavour to investigate and resolve all customer complaints within 40 working days of  receiving them. You will, in any event, be provided with a written update of the progress of  your complaint every 20 working days. In the unlikely event that we have not completed our  investigation within 40 working days we will advise you in writing of the anticipated timeframe  in which we foresee the investigation being concluded.  

Once our investigation has concluded we will, within 5 working days, issue you with a letter  setting out the results of our investigation and our final response to your complaint.  

Financial Services and Pensions Ombudsman 

If we have not resolved your complaint within 40 working days, or if you have received a final  response from us and you remain dissatisfied, you have the right to refer your complaint to  the Financial Services and Pensions Ombudsman, an independent and impartial statutory  officer who investigates unresolved complaints between consumers and their financial service  providers.  

Financial Services and Pensions Ombudsman 

3rd Floor, Lincoln House, Lincoln Place, Dublin 2, D02VH27 

Phone:(01) 5677000 

E-Mail: [email protected] 

Web: www.fspo.ie