Complaints

How to make a complaint

We hope you will never have cause to make a complaint to us, but we recognise that occasionally, things do not go to plan. If you feel that you need to make a complaint, the following information shows you how to do so. 

Any complaint should be addressed to: 

Specialist Underwriting Services Ltd, Melrose House, Dundrum Road, Dublin 14, D14 C1H5
Phone: +353 1 2988866
Email: info@sus.ie

Your complaint will be acknowledged, in writing, within 5 (five) business days of the complaint being received. You will also be informed of the name of one or more individuals that will be your point of contact regarding your complaint until the complaint is resolved or cannot be progressed any further. You will be provided with an update on the progress of the investigation of your complaint, in writing, within twenty business days of the complaint being received. 

A decision on your complaint will be provided to you, in writing, within 40 (forty) business days of the complaint being received. 

Should you remain dissatisfied with the final response or if you have not received a final response within 40 (forty) business days of the complaint being received, you may be eligible to refer your complaint to the Financial Services and Pensions Ombudsman (FSPO).  

The contact details are as follows:

Financial Services and Pensions Ombudsman, Lincoln House, Lincoln Place, Dublin 2, D02 VH29, Ireland
Phone: +353 1 6 567 7000
Email: info@fspo.ie
Website: fspo.ie