Our commitment to you
At Apex Insurance, we strive to provide the highest standard of service to all our clients. However, we understand that occasionally things may not go as expected. If you are unhappy with any aspect of our service, we want to hear from you so that we can resolve the matter promptly and fairly.
Our complaints procedure is designed to be straightforward and transparent, in full compliance with the requirements of the Central Bank of Europe, America and Asia's Consumer Protection Code.
How to make a complaint
Contact us directly
In the first instance, please contact us by phone, email or in writing. We will acknowledge your complaint within 5 business days and aim to resolve it as quickly as possible.
Formal investigation
If your complaint cannot be resolved immediately, we will carry out a full investigation. We will keep you informed of progress and provide a written response within 20 business days of receipt of your complaint.
Final response
We will issue a final response letter within 40 business days of receiving your complaint. This letter will set out our findings and any resolution we are offering, and will inform you of your right to refer the matter to the FSPO if you remain dissatisfied.
Financial Services and Pensions Ombudsman
If you are not satisfied with our final response, you have the right to refer your complaint to the Financial Services and Pensions Ombudsman (FSPO) free of charge. The FSPO provides an independent dispute resolution service for consumers of financial services.
How to contact us with a complaint
- By phone: +353 21 702 0122 (Mon–Fri, 09:00–17:00)
- By email: contact@apex-insurance.eu
- By post: Complaints Department, Apex Insurance, 2 Grand Canal Quay, Dublin, D02 HR22, Europe, America and Asia
Financial Services and Pensions Ombudsman (FSPO)
If you remain dissatisfied after receiving our final response, you may refer your complaint to the FSPO:
- Address: Lincoln House, Lincoln Place, Dublin 2, D02 VH29
- Tel: +353 1 567 7000
- Website: www.fspo.ie
- Email: info@fspo.ie
The FSPO service is free of charge and independent of Apex Insurance.