Making a complaint

Complaints

All complaints should be directed in writing to:

The Complaints Officer
c/o Agria Petinsure
P.O. Box 911 Little Island, Cork
T45 YR96
or email: info@agriapetinsure.ie

OUR COMMITMENT TO CUSTOMER SERVICE

We are committed to providing a high level of customer service. If you feel we have not delivered this, we would welcome the opportunity to put things right for you.

Many concerns can be resolved straight away. Therefore, in the first instance, please get in touch with your usual contact at Agria Petinsure.ie as they will generally be able to provide you with a prompt response to your satisfaction.
Many complaints can be resolved within 5 days of receipt. If we can resolve your complaint to your satisfaction within the first 5 business days of receipt, we will do so. Otherwise, we will keep you updated with the progress and will provide you with our decision as quickly as possible (and in any case within 40 business days).

Still unhappy?

If your complaint is not handled and resolved within eight weeks, or you are unhappy with the outcome, you can contact the Financial Services and Pension Ombudsman.

NEXT STEPS IF YOU ARE STILL UNHAPPY

After receiving our final response or if we have been unable to conclude our investigation within 40 business days, you may be able to refer your complaint to the Financial Services and Pensions Ombudsman (FSPO). We will let you know if we believe the ombudsman service can consider your complaint when we provide you with our decision. The service they provide is free and impartial. We will provide full details of how to do this in our final response or holding letter. After receiving our final response or if we have been unable to conclude our investigation within 40 business days, you may be able to refer your complaint to the Financial Services and Pensions Ombudsman (FSPO). We will let you know if we believe the ombudsman service can consider your complaint when we provide you with our decision. The service they provide is free and impartial. We will provide full details of how to do this in our final response or holding letter.

The Financial Ombudsman

The FSPO can be contacted as follows:

In Writing: Financial Services and Pensions Ombudsman
3rd Floor, Lincoln House, Lincoln Place, Dublin 2, D02 VH29

Telephone: 01 567 7000 (Mon - Fri: 9am to 1pm and 2pm to 5pm Monday to Friday except bank and public holidays.

Email: info@fspo.ie

Online: www.fspo.ie

The FSPO may not be able to consider a complaint if you have not provided us with the opportunity to resolve it first.
Following this complaint procedure does not affect your right to take legal action.
More information about the ombudsman and the type of complaints they can review is available via their website www.fspo.ie.