Our Commitment to You
At Arachas, we take customer service seriously and we are committed to resolving all complaints as fairly and promptly as possible. We view every complaint as an opportunity to put things right for our customers, learn from their experiences, improve how we do business, and better understand if our customers are satisfied with our products and services. Your feedback helps us continuously enhance the quality of the service we provide.
How To Make a Complaint
You can submit a complaint to us through any of the following channels:
| Telephone: | (+353) 1 213 5000 |
|---|---|
| Email: | insure@arachas.ie |
| Post: | To any of our offices, postal address can be found at: https://www.arachas.ie/contact-us |
How We Will Handle Your Complaint
We will do our best to resolve your complaint immediately. However, if this is not possible, we will:
- Acknowledge your complaint in writing within 5 working days of receipt and provide the name and contact details of the person who will be handling your complaint.
- Investigate your complaint and keep you updated in writing on its progress at intervals of not more than 20 working days, starting from the date we receive your complaint.
- Aim to resolve your complaint within 40 working days of receipt. If we do not meet this deadline, we will write to you to advise the timeframe within which we aim to resolve your complaint and of your right to refer the matter to the Financial Services and Pensions Ombudsman (FSPO).
- Upon completion of our investigation, send you a written response of our findings and the outcome within 5 working days.
If You Are Not Satisfied
If you are dissatisfied with our response to your complaint or how your complaint has been handled, you are entitled to refer the matter to the Financial Services and Pensions Ombudsman (FSPO):
| Telephone: | +353 (0)1 567 7000 |
|---|---|
| Email: | info@fspo.ie |
| Post: | Financial Services and Pensions Ombudsman, Lincoln House, Lincoln Place, Dublin 2, D02 VH29. |
| Website: | www.fspo.ie |