Complaints Policy

Under Central Bank guidelines a firm must pay due regard to the interests of its customers and treat them fairly.

We fully accept the right of every complainant (or their agent) to be given a fair hearing and to be treated fairly. Where offering redress, we will always offer a fair amount (including an amount for distress and inconvenience) and will never seek to pressurise a complainant into not contacting the Financial Services and Pensions Ombudsman.

Rather than treating complaints as an attack on our firm or our providers and suppliers, we will thank customers for raising issues of concern to them and use such complaints as learning experiences.

We fully support the work of the Financial Services & Pensions Ombudsman and will pro-actively co-operate with it in reaching resolution of any complaints which it receives in relation to our business or the services we have provided. We will pay immediately any amounts awarded against us.

Should you wish to make a complaint regarding your claim please contact:

Leeson Claims Services Ireland

68 Merrion Square South, Dublin 2

Telephone: 01 48 52 980

Email: info@lcsi.ie

Should you wish to make a complaint about the policy or the service we offer please contact:

NBS Ireland (NBS Ireland is a trading style of NBS Commercial Ltd)

South Point

Herbert House

Harmony Row

Grand Canal Dock

Dublin, D02 H270

Email: info@nbsireland.com

Telephone: 1800 856 090

If you remain dissatisfied after the senior member of staff has considered your complaint, or you have not received a final decision within eight (8) weeks, you may be eligible to refer your complaint to the Financial Services and Pensions Ombudsman:

Financial Services and Pensions Ombudsman

3rd Floor, Lincoln House

Lincoln Place

Dublin 2

DO2 VH29

Tel: 01 56 77 000

Fax: 01 66 20 890

Email: info@fspo.ie

Website: www.fspo.ie

Making a complaint does not affect your right to take legal action.

Responsibility for the successful implementation of this strategy rests with the senior management team as a whole and with Aine Kenna, Underwriting Director in particular.

This policy and the procedures arising from it are reviewed at least annually.