A. We aim to provide a premier service. However, we know sometimes things occur and if you need to complain or you feel that we have not kept our promise, please contact your insurance adviser in the first instance.
If you wish to contact us directly:
Managing Director, Worldwide Insurance Brokers and Advisors Limited,
Unit 20, Sandyford Office Park,
Dublin D18 P5V0.
Tel: +353 1 2948669
Fax: +353 1 6968966
Alternatively you can contact:
The Head of Compliance
Tokio Marine Europe S.A.
31-33 Rue Sainte Zithe
Should Underwriters be unable to resolve any difficulty directly with you to your satisfaction, you may be entitled to refer the dispute to the Insurance Ombudsman at the ACA or to the Insurance Supervisory Authority In Luxembourg (Commissariat Aux Assurances – CAA) who will review your case and who may be contacted at:
12, rue Erasme
7, boulebard Joseph II
Should you remain dissatisfied with the final response from the above or if you have not received a final response within forty (40) business days from the date of the complaint being made, you may be eligible to refer your complaint to the Financial Services Ombudsman (FSO).
The contact details of the FSO are as follows:
Financial Services Ombudsman
3rd Floor, Lincoln House,
Telephone: 01-6620 899
Fax: 01-6620 890
The complaints handling arrangements as outlined above are without prejudice to your rights in law.
The European Commission Online Dispute Resolution Platform (ODR)
If you were sold this product online or by other electronic means and within the European Union (EU) you may refer your complaint to the EU Online Dispute Resolution (ODR) platform. Upon receipt of your complaint the ODR will escalate your complaint to your local dispute resolution service – this process is free and conducted entirely online. You can access the ODR platform on http://ec.europa.eu/odr. This platform will direct insurance complaints to the Financial Ombudsman Service. However, you may contact the FOS directly if you prefer, using the details as shown above.