How to Complain

We aim to provide a high quality service to all policyholders. If you are unhappy with any aspect of your insurance policy or how we have handled a matter, we want to make it easy for you to tell us so we can put things right.

How to Make a Complaint

You may contact us on the details below:

The Complaints Department
PO Box 151
Letterkenny
Co. Donegal
Email: complaints@mclinsurance.ie

Please include all relevant information required for us to deal with your complaint, we recommend the following:

State your name, address, and telephone number (and email if applicable)
If you are acting on behalf of someone else, we will require their consent to discuss their personal matters.
Briefly describe what your complaint is about stating relevant dates and times, if applicable
List your specific concerns starting with the most important concern
State how you would like us to resolve your complaint
State your preferred method of communication

To ensure your data is kept safe and secure, we will only correspond with you, the policy holder in relation to a complaint. We will ask you how you want us to communicate with you with regards to your complaints e.g. Post or Email.

If you wish for us to disclose any information to a third party e.g. solicitor, we will require a hand signed letter from you giving explicit consent as to what information you wish for us to disclose and a copy of your photographic ID including your signature (e.g. driving licence). Please see our Data Protection and Privacy Policy for more information regarding who we share your information with.

How We Will Handle Your Complaint

Step 1: Acknowledgement

We will acknowledge your complaint within 5 business days. You will be given:

The name of your complaint handler
A reference number
A summary of our complaints process

Step 2: Investigation

Your complaint will be thoroughly reviewed, which may include:

Examining your policy and claim documents
Consulting relevant teams (claims, underwriting, customer service)
Assessing any supporting evidence

We will provide regular updates at least every 20 business days until the matter is resolved. The investigation must be completed within 40 business days. If we cannot conclude within that period, we will advise you of:

The reason for the delay
The expected completion timeframe
Your right to refer the complaint to the FSPO if you choose

Step 3: Final Response

Within 5 business days of completing our investigation, we will send you a written final response outlining:

The outcome of our investigation
Any steps we are taking to resolve the issue
Any remedy or goodwill gesture (if applicable)
Information on how to escalate your complaint externally

Dispute Resolution

If you remain dissatisfied after completing our internal complaints process, you may refer your complaint to the Financial Services and Pensions Ombudsman (FSPO). The FSPO is an independent, fair, and free service that handles unresolved complaints relating to regulated financial service providers, including insurance companies. Before contacting the FSPO, you must first complete our internal complaints process. The FSPO can be contacted on the details below:

Financial Services & Pensions Ombudsman (FSPO)
Lincoln House
Lincoln Place
Dublin 2
D02 VH29
Phone: +353 1 567 7000
E-mail: info@fspo.ie

You may refer your complaint to the FSPO if:

We have issued our final response, and you remain dissatisfied, or
40 business days have passed since you submitted your complaint to us, and it remains unresolved.

If the Financial Services & Pensions Ombudsman (FSPO) is unable to investigate your complaint, the matter may be resolved through arbitration where this option is provided for in your policy.

An independent arbitrator may be appointed by mutual agreement between you and your insurer. If agreement cannot be reached, the Chairperson of the Bar Council of Ireland will appoint the arbitrator.
If the dispute is not referred to arbitration within 12 months of the FSPO confirming that it cannot investigate the matter, the case will be considered abandoned.

Your insurer reserves the right not to refer a dispute to arbitration. If this occurs, you may pursue the matter through the courts.

Our Commitment to You

We handle all complaints fairly and transparently
We follow all obligations under the Central Bank of Ireland’s Consumer Protection Code
We use complaint trends to improve our services and prevent future issues