We’re committed to providing excellent customer service. If we don’t meet your expectations in any way, we want to have the opportunity to put things right. If something goes wrong, we’ll solve the problem as quickly and fairly as possible.
Giving us feedback
You can give comments and suggestions to any member of staff. Your comments and suggestions help us to improve our products and services.
We’re here to listen
If you’re not happy with any part of our service or products, you can let us know by contacting us in the following ways:
In Person
Visit one of our offices and speak to any member of staff.
By Email
Write to our dedicated email address at complaints@newireland.ie.
Over the Phone
Phone our offices and speak to a member of staff or contact our Complaints Management Team on 01 5239810 or + 353 1 5239810 from outside ROI.
In Writing
Write to one of our offices, or to our Complaints Management Team at:
New Ireland Assurance Company plc,
Complaints Management Team
87- 89 Pembroke Road,
Ballsbridge,
Dublin 4,
D04 X738
Complaint Handling
The feedback and experiences you share with us will be used to improve our products and services.
When handling complaints we will:
- be approachable – we’ll make it easy for you to discuss the issue with us
- listen – we’ll always give your complaint the attention it deserves
- be fair – we’ll deal with you fairly, politely and promptly
- explain – we’ll give you an explanation and apologise if our service has fallen short
We may need time to investigate more complex complaints
Investigation
Some issues are quite complex and we may not be able to solve the problem immediately. If so, we’ll write to you within five working days giving you the name of the person dealing with your issue and letting you know when you can expect a full response. As part of the investigation we may need to contact you to discuss the issue. We aim to settle matters as quickly and as fairly as possible. If we need to carry out a detailed investigation, we’ll keep you fully informed throughout the process.
Resolution
Where a detailed investigation into your complaint is required, we will acknowledge it in writing within 5 business days and provide a written response on completion of our investigation.
If the investigation has not been completed within 20 business days we will write to you with an update. If we are unable to reach a conclusion within 40 business days we’ll clearly explain the reason, and advise you when we expect to provide a full response. We’ll keep you fully informed, and will contact you every 20 days until the matter is settled.
Confirmation
When we have finished our investigation, we’ll send you a letter explaining the outcome.
We promise to do our best to resolve your complaint to your satisfaction
We’ll always do our best to find a satisfactory solution for you. However, if you are not satisfied with the outcome, you can take your complaint to the Financial Services and Pensions Ombudsman. The Financial Services and Pensions Ombudsman is independent. They deal with complaints which consumers have about financial service providers. It’s a free service for you.
Bank of Ireland Life Complaints
New Ireland Assurance Company plc trades under the names New Ireland Assurance and Bank of Ireland Life. If you purchased your product or service under the name Bank of Ireland Life, you can send your complaint to us in the following ways:
By Email
Write to our dedicated email address at complaints@bankofirelandlife.ie.
Over the Phone
Phone our offices and speak to a member of staff or contact our Complaints Management Team on 01 7039537 or + 353 1 7039537 from outside ROI.
In Writing
Write to our Complaints Management Team at:
New Ireland Assurance Company plc,
Complaints Management Team
87- 89 Pembroke Road,
Ballsbridge,
Dublin 4,
D04 X738
Contact the Financial Services and Pensions Ombudsman
You can contact the Financial Services and Pensions Ombudsman at;
Lincoln House,
Lincoln Place,
Dublin 2,
D02 VH29
Tel: (01) 567 7000
Email: info@fspo.ie
Website: https://www.fspo.ie
Online Dispute Resolution
As New Ireland Assurance Company plc is a member of the Bank of Ireland Group which sells certain financial services online, we would bring your attention to an EU sponsored online dispute resolution platform for consumers who wish to resolve out of court disputes which have arisen online. This online dispute resolution platform is a web-based platform that is specifically designed to help consumers who purchase goods and services online and have a complaint about them. You can access this online dispute resolution platform at https://ec.europa.eu/consumers/odr/.