In the unlikely event of a complaint

We aim to give you the highest standard of service at all times.

If at any time you feel dissatisfied with the service, or feel that you have cause for complaint, we recommend in the first instance that you contact the Insurance Broker or Intermediary who arranged the policy, or you can address your concerns in writing to our Managing Director at the above address. Alternatively, you can email the Managing Director at nmcsherry@BlackrockInsurance.ie

On receipt of your complaint, we will telephone you and acknowledge your complaint within 5 business days of receiving it. In the unlikely event that we have not resolved your complaint within 20 business days, we will write and let you know why and what further action we will take. If appropriate, we will explain the terms of any offer or settlement which Blackrock Insurance Solutions is prepared to make in settlement of the complaint.

If your complaint is not resolved to your satisfaction, and you remain dissatisfied with our final response, you can refer your complaint directly to the Insurer or Insurers on behalf of which we operate, the identity of which is specified in the Schedule.

If you are an individual or a business defined as a Consumer within the Consumer Protection Code 2012, and we have not given you a decision after 40 business days, you can contact:
The Financial Services and Pensions Ombudsman’s Bureau,
3rd Floor, Lincoln House, Lincoln Place, Dublin 2.
Phone: +353 1 6 567 7000  or E-mail: info@fspo.ie   Website: www.fspo.ie

Policies placed at Lloyd’s

Any complaint relating to Lloyd’s should be addressed to: The Service Manager, Operations Team, Lloyd’s Insurance Company S.A., Bastion Tower, Marsveldplein 5,1050 Brussels,Belgium. Tel: +32 (0)2 227 39 40. E-mail: LLOYDSBRUSSELS.COMPLAINTS@LLOYDS.COM

Your complaint will be acknowledged, in writing, within 5 (five) business days of the complaint being made. You will also be informed of the name of one or more individuals that will be your point of contact regarding your complaint until the complaint is resolved or cannot be progressed any further. You will be provided with an update on the progress of the investigation of your complaint, in writing, within 20 (twenty) business days of the complaint being made. A decision on your complaint will be provided to you, in writing, within 40 (forty) Business days of the complaint being made.
Should you remain dissatisfied with the final response or if you have not received a final response within 40 (forty) business days of the complaint being made, you may be eligible to refer your complaint to the Financial Services and Pensions Ombudsman (FSPO).  Contact details as above.

The complaints handling arrangements above are without prejudice to your right to commence a legal action or an alternative dispute resolution proceeding in accordance with your contractual rights. (Complaints notice in accordance with LBS0027A 18/03/2019)

Policies placed with Accredited Insurance Europe Limited

The contact details should you wish to raise a complaint directly with Accredited Insurance (Europe) Ltd. are; Accredited Insurance (Europe) Limited 3rd Floor Development House St Anne Street Floriana FRN 9010 Malta Email: complaints@accredited-eu.com If you are not satisfied with our final response or We have not responded within fifteen (15 working days, You may also refer Your complaint to: Office of the Arbiter for Financial Services, 1st Floor St Calcedonius Square, Floriana FRN 1530 Malta, telephone (+356 212 49245). You will have to pay EUR 25.00 at the time of making Your complaint to the Arbiter to use this service. The Office of the Arbiter for Financial Services considers that a “complaint” refers to a statement of dissatisfaction addressed to an insurance undertaking by a person relating to the insurance contract or the service he/she has been provided with. The terms “person” does not specify that this is limited to individuals and therefore any policyholder, Insured person, beneficiary and injured third party (irrespective of the country of residence or where the risk in situated is eligible to make a complaint). For more information on the Office of the Arbiter for Financial Services and its complaints process, please visit http://financialarbiter.org.mt/f at any time you feel dissatisfied with the service, or feel that you have cause for complaint, we recommend in the first instance that you contact the Insurance Broker or Intermediary who arranged the policy, or you can address your concerns in writing to our Managing Director at the above address. Alternatively, you can email the Managing Director of Blackrock Insurance Solutions at nmcsherry@BlackrockInsurance.ie

Dispute Resolution

Any dispute arising under this Policy between the Insured or other Insured parties and Blackrock Insurance Solutions and/or the Insurer regarding liability in respect of a claim or the amount to be paid, that cannot be resolved between the parties through dialogue and conciliation, shall in the first instance be referred to mediation for resolution where so specified in the Insurance Policy.

The parties will agree upon the appointment of a mediator within 14 working days of receipt of a written notice being served upon one party by the other requesting such an agreement.

If a mediator is not agreed upon, then either party may apply to the Centre for Effective Dispute Resolution (CEDR Ireland or CEDR) for the appointment of a mediator.  The parties shall share equally the costs of CEDR and of the mediator. The reference, conduct and any settlement of the dispute at mediation shall be conducted in confidence.

The parties shall continue to perform their respective continuing obligations under this insurance, if any, while the dispute is resolved, unless the nature of the dispute prevents continued performance of those obligations.

If the dispute cannot be resolved within six months of the appointment of a mediator, or both parties agree to mediation not being an appropriate forum to resolve the dispute, then the dispute shall be referred to arbitration by a single arbitrator to be appointed jointly by the parties, or in default of agreement, to be appointed by the President of the Incorporated Law Society of Ireland. Such appointment will be in accordance with the Arbitration Act 2010. The decision of such arbitrator shall be final and binding on both parties.

If the dispute is not referred to mediation and/or arbitration within 12 months of the dispute arising, then any claim to which the dispute relates shall be deemed to have been abandoned by the Insured and shall not be recoverable thereafter.