How to make a complaint

Our aim is to ensure that all aspects of your insurance are dealt with promptly, efficiently and fairly.
At all times we are committed to providing you with the highest standard of service.
If you have any questions or concerns about your policy or the handling of a claim you should, in the first instance, contact your broker.

The Compliance Officer Arachas Corporate Brokers Ltd t/a Capital Insurance Markets
The Courtyard
Carmanhall Road
Sandyford Business Park
Sandyford
Dublin 18
D18X377
Tel: +353 (1) 406 0300
E-mail: wholesale@capitalim.ie

Your complaint will be acknowledged, in writing, within 5 (five) business days of the complaint being made. 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 20 (twenty) business days of the complaint being made.

A decision on your complaint will be provided to you, in writing, within 40 (forty) business days of the complaint being made.
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 made, 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
Republic of Ireland
Tel: +353 1 6 567 7000
E-mail: info@fspo.ie
Website: www.fspo.ie

If you have purchased your contract online you may also make a complaint via the EU’s online dispute resolution (ODR) platform. The website for the ODR platform is www.ec.europa.eu/odr. 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”.