Complaints Process
Complaints are important feedback for us and we welcome all feedback to change and
improve how we provide service to our clients.
Gallivan Murphy Insurance Brokers acknowledge complaints received via any channel.
For the purposes of record keeping and ease of understanding the issue that has arisen
and ensure we can effectively & efficiently address all concerns we would ask that all
complaints are made in writing to the firm by letter or by email:
Email:
Address: Upper High Street, Killarney, Co. Kerry, V93 NV21
Our Aim should a complaint arise:
- To handle complaints promptly, efficiently and fairly.
- To strive to resolve issues identified and update the relevant procedures to
mitigate against reoccurrence of the issue.
- To make every effort to ensure that our customers feel we have handled their
complaint, and to guarantee that the customer is aware of their right to contact
the Financial Services and Pensions Ombudsman if they are not satisfied with the
conclusion.
- To ensure all compliance requirements outlined by the Central Bank and the
Financial Services and Pensions Ombudsman are met by Gallivan Murphy
Insurances.
Complaints Process
When an oral complaint is received from you we must offer the consumer the
opportunity to have your complaint handled in accordance with our complaints process
Complaint received & resolved within 5 business days:
Where we have a received a complaint from our client either verbal or written and this
complaint has been resolved to our client’s satisfaction within 5 business days we must
maintain a record of the complaint.
- Email a summary of the complaint to the nominated complaints person
including the outcome of the complaint and the resolution offered to the
customer.
-
Record a summary of the complaint on the customers file remembering that
notes left need to be appropriate notes only
Complaint received & not possible to resolve within 5 business days:
-
Within five business days of your complaint being received an acknowledgement
notification referring to your complaint will be sent to you, our customer.
-
We will provide you with the name of the individual(s) appointed to be the point of
contact in relation to the complaint until resolution is achieved or where the
complaint cannot be progressed any further.
-
If the complaint has not been resolved prior, you will be provided with regular
written updates on the progress of the investigation of your complaint not greater
than twenty business days starting from the date on which the complaint was
made.
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We will attempt to investigate and resolve your complaint within forty business
days of having received the complaint.
-
Where the forty business days have elapsed and your complaint is not resolved,
we will inform you of the anticipated timeframe within which we hope to resolve
the complaint.
-
At this point we will inform you that you can refer the matter to the Ombudsman
and provide you with the contact details of such Ombudsman: Financial Services and Pensions Ombudsman,
Lincoln House,
Lincoln Place,
Dublin 2,
D02 VH29.
Tel. 01 567 7000
info@fspo.ie
-
When the complaint has been fully investigated a summary letter/ email will be
issued to the customer within 5 working days of completion of the investigation.
- If you are dissatisfied with the outcome of your complaint you may refer your
complaint to the Financial Services and Pensions Ombudsman and a formal ‘final
response’ letter will be issued to you by Gallivan Murphy Insurances.
Please note any complaints regarding your High Cost Credit Agreement must be
address directly to your provider Premium Credit Ltd
customer.services@premiumcredit.ie or Close Brothers Premium Finance Ireland
complaintspf@closebrothers.com.