Effective November 2001 until further notice.

This procedure is operated by the firm in relation to its insurance and investment business services provided under the Investment Intermediaries Act, 1995.

In the event of any complaint please contact Gary Ellison using any of the contact details provided on this website.

Our objectives:

• To respond to complaints in a courteous, timely and fair manner.
• To endeavour to address the specific issues raised by our customers but, where appropriate, to update our procedures to avoid re-occurrence of problems.
• To endeavour to achieve a situation where our customer feels we have addressed complaint but where he/she remains unsatisfied with the outcome of our efforts, to ensure he/she is notified of the right to refer the matter to the Financial Regulator.

Procedures

1. The firm will establish and maintain a complaints file and all complaint records will be kept for 6 years.
2. Where an oral complaint is received by the firm, we shall record the nature of this complaint. The firm will investigate the complaint on the basis of our understanding of the issue.
3. The firm will acknowledge in writing written complaints within 5 business days of the complaint being received. This acknowledgement will contain a copy of these procedures and notification that the complainant can refer the matter to the Financial Services Ombudsman if he/she is not happy with the outcome of our investigation, or if the matter has not been resolved within 40 business days.
4. We shall endeavour to investigate the complaint as swiftly as possible, and the complainant shall receive a written update on the progress of the investigation at intervals of no later than 20 business days.
5. Within 7 days of the conclusion of our investigation of the complaint, the firm shall send a written report of the outcome of this investigation. This report shall include, if applicable, an explanation of the terms of any offer that the firm is prepared to make in settlement of the complaint.
6. Where it appears to the firm that the complainant is not satisfied with the outcome of our investigation and where we feel that we cannot progress the issue further, we will immediately write to the complainant advising them of their right to refer the dispute to the Financial Services Ombudsman at address: 3rd Floor, Lincoln House, Lincoln Place, Dublin 2, quoting the firm's Ref. No. 1327.
7. Gary Ellison, Principal, will review the file before its conclusion and attempt to identify any procedures that can to be implemented by our firm to avoid a repeat of the type of complaint received. Any new procedures will be immediately communicated to all staff and placed in the written procedures file.
8. Your point of contact, and the person responsible for complaints in this firm is Gary Ellison.