Complaints

Any complaint should be addressed in the first instance to the Insurance Broker who arranged your insurance policy.

How to complain

If your Insurance Broker is unable to resolve the complaint to your satisfaction then you should contact us at:

Optis Insurances Limited
Unit 1 Knightsbrook Square
Knightsbrook
Trim
Co. Meath
C15 AN81

Phone: +353 4694 81667
E-mail: info@optis.ie

We aim to respond to all complaints in a courteous, timely, and fair manner and to address the specific issue(s) raised and where appropriate to update our procedures to avoid recurrence of the situation.

Our process

We will acknowledge your complaint in writing within 5 business days of the complaint being made and inform you of the name of one or more individuals entrusted as your point of contact regarding your complaint until the complaint is resolved or cannot be progressed any further.

We will provide you with regular written updates of the progress of the investigation of your complaint, the first being issued no later than 20 business days after the date on which we received your complaint.

If we cannot resolve your complaint within 40 business days of the complaint being made, we will inform you of the anticipated timeframe within which we hope to resolve your complaint. We endeavour to achieve a situation where you feel that we have ad- dressed your complaint but should you remain dissatisfied with the final response from the above or if you have not received a final response within 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
ID02 VH29
Phone: 1890 8820 90 E-mail: info@fspo.ie

You may also be eligible to refer your complaint via the European Commission’s Online Dispute Resolution (ODR) platform, full de- tails of which, can be found at the following website address https://ec.europa.eu