The Insurance Regulatory Authority will acknowledge your letter and, where applicable, ask for further information relating to your case. When the Authority’s staff has all the relevant papers, they will commence the complaints resolution process and copy all correspondence to you. If it cannot, they will tell you why.

The procedure for deciding complaints is set by the Authority and the following description fits most cases, but there may be variations.

If you are making an initial enquiry or complaint, we will:

1. Acknowledge it within seven (7) working days of receipt.

2. Advise you what to do if we cannot deal with the matter.

If a complaint or dispute is accepted for investigation, we will:

1. Process it as quickly as possible (our target is that the average time of all complaints from application to final decision will not be more than 90 days).

2. Keep all parties informed of progress and, if delays cannot be avoided, tell you and indicate the likely time scale.

You can telephone us:

1. On normal working days between 8.00 a.m. and 5.00 p.m.

2. We will answer the telephone promptly and connect you to relevant officer.

If you are unhappy with our service please let the person you are dealing with know. If you wish to complain formally about our service (but not about decisions reached), please write to us.