Complaints Procedure

Scope

This procedure is operated by Mission Underwriting Europe Limited, including its tied agents (collectively “Mission”, “We”) in relation to its insurance distribution activities provided under the Consumer Protection Code.

Our objectives

  • To respond to complaints in a courteous, timely and fair manner.
  • To endeavour to address the specific issues raised by our customers and, where appropriate, update our procedures to avoid re-occurrence of problems.
  • To endeavour to achieve a situation where our customer feels we have addressed the complaint, but if they remain dissatisfied with the outcome of our efforts, to ensure that they are notified of the right to refer the matter to the Financial Services and Pensions Ombudsman (FSPO).

Procedure

  1. Mission will establish and maintain a complaints file and all complaint records will be kept for six years.
  2. Where Mission receives an oral complaint, we will offer the consumer the opportunity to have the complaint treated as a written complaint. The firm will investigate the complaint on the basis of our understanding of the issue.
  3. Mission will acknowledge in writing each complaint within 5 business days of receipt.  This acknowledgement will contain a copy of these procedures and notification that the complainant can refer the matter to the Financial Services and Pensions Ombudsman (FSPO) if they are not happy with the outcome of our investigation, or if the matter has not been resolved within 40 business days, the anticipated timeframe within which the firm hopes to resolve the complaint. Contact details of the Financial Services and Pensions Ombudsman (FSPO) will also be provided.
  4. Mission shall investigate the complaint as swiftly as possible, and the complainant will receive an update on the complaint at intervals of not greater than 20 days starting from the date on which the complaint is made.
  5. Mission will attempt to investigate and resolve the complaint within 40 business days of having received the complaint; where the 40 business days has elapsed and the complaint is not resolved, the complainant will be informed of the anticipated timeframe within which the firm hopes to resolve the complaint and that the complainant can refer the matter to the Ombudsman and the contact details of such Ombudsman will be provided.
  6. Within 5 business days of the conclusion of our investigation of the complaint, Mission shall send a written report of the outcome of this investigation.  This report shall include an explanation of the terms of any offer that Mission is prepared to make in settlement of the complaint. We will also inform the complainant of the right to refer the complaint to the Financial Services and Pensions Ombudsman (FSPO) and will provide the consumer with the contact details of such Ombudsman.
  7. Where it appears to Mission 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 and Pensions Ombudsman (FSPO).
  8. A senior manager will review the file before its conclusion and attempt to identify any procedures that can 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.

How to make a complaint

If you wish to make a complaint, you can contact us using any of the following methods:

In writing:
Mission Underwriting Europe Limited

13-18 City Quay

Dublin

Dublin 2

D02 ED70

Ireland

By email:
complaints@missionunderwriters.eu

To help us handle your complaint efficiently, please provide:

  • Your name and contact details
  • Your policy number or reference (if applicable)
  • A clear description of your complaint
  • Any relevant documents or correspondence

Financial Services & Pensions Ombudsman (FSPO)

If you are unhappy with our final response, or if we have not issued a final response within 40 business days, you may refer your complaint to the FSPO.

Contact details for the FSPO:

Financial Services and Pensions Ombudsman
Lincoln House, Lincoln Place, Dublin 2, D02 VH29

Telephone: 01 567 7000 or 01 662 0899

Email: info@fspo.ie

Website: www.fspo.ie

There is no charge for bringing a complaint to the FSPO.