LHK Insurance Complaints Process

At LHK Insurance we look at complaints objectively, and aim to provide the fairest outcome for our customers. We are grateful for the feedback provided by our customers. It gives us the opportunity to see where things may have gone wrong and how we can put them right. We use this information to continuously improve our business and processes to ensure we are providing the best service possible.

It is the policy of LHK Insurance Ltd to ensure that our customer’s complaints are dealt with fairly and timely and that problems are resolved as quickly as possible with minimum fuss. Our objective in dealing with complaints is to respond fully to the issues raised and at the same time endeavor to bring the case to a conclusion efficiently and promptly. In the event of a complaint the following code will apply:

STEP 1

The complaint is logged and recorded on a complaints register, taking into consideration;

i) Can the issue be resolved quickly and efficiently and any action required;
ii) What measures can be taken to prevent a re-occurrence;
iii) What action has already been taken to prevent a re-occurrence.

We will acknowledge the complaint in writing within 5 working days of receipt.

Normally the complaint will be resolved within 28 calendar days, however if this is not possible the complainant will be sent a written progress update every 20 days by a nominated individual within our firm. This will state when the client will receive a response (aim is within 40 business days) and also explaining their rights to take your complaint to the Financial Services Ombudsman (the FSO) should this be necessary.

STEP 2

If the complaint cannot be resolved satisfactorily within Step 1, the complaint can be elevated to our Compliance Director, Mr Graham Hohn, to request a review and seek resolution.

STEP 3

If the response to the complaint is not satisfactory, the Financial Ombudsman Service may be of assistance. The Financial Services Ombudsman (the FSO) is an independent officer whose remit is to investigate, mediate and adjudicate unresolved complaints of customers about financial service providers. Our full complaints procedure is available on request. The complaint must be taken to the Financial Ombudsman Service, if the complainant is not satisfied with the Compliance Director’s response within 6 months of the issuing of a Final Response Letter.

The Financial Ombudsman Service can be contacted at:

3rd Floor
Lincoln House
Lincoln Place
Dublin 2

Lo Call: 1890 88 20 90
enquiries@financialombudsman.ie

STEP 4

The outcome of the investigation will be noted in the complaints log. The complaints log will be retained permanently and will be available for inspection by The Central Bank of Ireland if required.

All correspondence in relation to customer complaints will be retained for a minimum of six years from the date of the last correspondence about the matter. The correspondence will be stored in the client file on our Relay system.

LHK Insurance Ltd will provide information about the subject matter of the complaint to the Financial Services Ombudsman or The Central Bank of Ireland if requested to do so.

Dublin: +353 (0) 1 205 5600
Drogheda: +353 (0) 41 983 7660