Complaints – Ireland

To help us resolve your complaint, if your policy was provided by Footprint Underwriting DAC, Ireland, you should write to the complaints address shown below. Please quote the policy number or claim number as appropriate in any correspondence.

Please contact:

The Complaints Manager
Footprint Underwriting Limited t/a Footprint Underwriting Merrion Hall
Strand Road
Sandymount
Dublin 4

Email: info@footprintunderwriting.ie

Complaints Timescale

We endeavour to resolve your complaint as quickly as possible. We will send you an acknowledgement within 5 business days and give you the name of the person you should contact. We let you know within 20 business days how your complaint is progressing and will have made a decision on your complaint within 40 business days.

If, after making a complaint, you feel that the matter has not been resolved to your satisfaction, or we have not resolved your complaint within 40 business days, you may be able to complain to the Financial Services and Pensions Ombudsman if you fall within these categories:

  • An individual person
  • Partnerships with an annual turnover of less than €3 million
  • Clubs with an annual turnover of less than €3 million
  • Charities with an annual turnover of less than €3 million
  • Trusts with an annual turnover of less than €3 million
  • Sole Traders with an annual turnover of less than €3 million
  • A limited company with an annual turnover of less than €3 million

Financial Services and Pensions Ombudsman (FSPO)

3rd Floor, Lincoln House, Lincoln Place, Dublin 2, Ireland

Tel: +353 1 567 7000

Email: info@fspo.ie

The FSPO will only deal with a complaint if the insurer has dealt with the complaint in accordance with the Consumer Protection Code 2012 and has given the complainant a final response letter within 40 days of receipt of the complaint, as required by the Consumer Protection Code 2012 (with limited exceptions).

The FSPO will not deal with a complaint if the incident that gave rise to it happened more than 6 years before the complaint was submitted to the FSPO or if the complaint has been, or is, before a court or arbitration tribunal.

You may also be able to refer your complaint to: Office of the Arbiter for Financial Services, 1st Floor St Calcedonius Square, Floriana FRN 1530 Malta, telephone (+356) 212 49245 if you are not satisfied with our final response or we have not responded within 15 working days. You will have to pay €25.00 at the time of making your complaint to the Arbiter to use this service.

About the Office of the Arbiter for Financial Services

The Office of the Arbiter for Financial Services considers that a “complaint” refers to a statement of dissatisfaction addressed to an insurance undertaking by a person relating to the insurance contract or the service he/she has been provided with.

The term “person” does not specify that this is limited to individuals and therefore any policyholder, insured person, beneficiary and injured third party (irrespective of the country of residence or where the risk in situated) is eligible to make a complaint.

For more information on the Office of the Arbiter for Financial Services and its complaints process, please visit https://financialarbiter.org.mt/en/Pages/Home.aspx

The complaints procedure is without prejudice to your rights to take legal proceedings.