COMPLAINTS
Complaints
PSC aims to provide the highest standard of service to all its clients.
How to Complain
PSC Insurance (Europe) Ltd is a Lloyd’s broker authorised and regulated by the Central Bank of Ireland (CBI).
If at any time you wish to make a complaint, either in writing or verbally, in connection with any matter concerning the service you have received from PSC, or any other business matter involving PSC, please telephone our Head of Compliance, Graham Gibbs, on +353 (1) 234 2573 or e-mail complaints@pscinsurance.ie or write to PSC Insurance (Europe) Ltd, 28-32 Upper Pembroke Street, Dublin 2, D02 EK84, Ireland.
On receipt of your complaint, we will try and resolve the issue within five business days. However, where this is not possible, we will then acknowledge your complaint and updates will be advised in intervals of not more than 20 working days. We will endeavour to resolve the complaint within 40 business days and findings will be furnished within 5 working days of completion of investigation.
You have the right to refer complaints directly to Lloyd’s if PSC has placed cover with Lloyd’s Europe or any Lloyd’s syndicate, details of insurers will be shown in policy documents.
To make a complaint to Lloyd’s Insurance Company please write to Service Manager, Complaints Team, Lloyd’s Insurance Company S.A., Bastion Tower, Marsveldplein 5, 1050 Brussels Belgium. Alternatively, You may contact them by telephone on +32 (0)2 227 39 40 or email LloydsEurope.Complaints@lloyds.com.
To make a complaint to Lloyd’s of London please write to Lloyd’s, Fidentia House, Walter Burke Way, Chatham Maritime, Chatham, Kent, ME4 4RN. Alternatively, You may contact them by telephone on +44(0) 20 7327 5693 or email complaints@lloyds.com.
If the complaint is not resolved, You may be entitled to refer the matter to an external dispute resolution organisation. This can be a regulator, an ombudsman service or another type of external dispute resolution scheme depending on the applicable EEA country, which will make an independent review of the complaint. The contact details of the external dispute resolution organisation in each EEA country are available upon request.
In the Republic of Ireland, the Financial Services and Pensions Ombudsman is the independent service for settling disputes between policyholders and insurers, their details are as follows:
Financial Services and Pensions Ombudsman
Address: Lincoln House , Lincoln Place, Dublin 2, Dublin DO2 VH29
Tel: +353 1 567 7000
Email info@fspo.ie
Website: www.fspo.ie
European Commission – Online Dispute Resolution
The Online Dispute Resolution platform ‘ODR Platform’ was introduced by the European Commission on 15th February 2016. The online platform allows consumers to submit a complaint about a product or service bought online. All EU Member States are within the scope of the ODR platform. If you are a policyholder based in an EU Member State, you may be eligible to lodge a complaint using the ODR Platform. Follow the link below to take you to the ODR website to start the complaint process: Website: ec.europa.eu/consumers/odr/