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Complaints and Compensation

Customer Protection and Complaints

Apsley is committed to providing a high level of service and has a complaints handling policy in place for the effective consideration and handling of complaints. Should you feel that you have not received a satisfactory level of service, please write in the first instance to James Lawrie at the address below;

James Lawrie
Apsley Specialty Limited
Century House
Harold’s Cross Road
Dublin 6W
Republic of Ireland

Switchboard: +353 (1) 642 4858
Email: [email protected]

Apsley will acknowledge in writing each written complaint within 5 business days unless the complaint has been resolved to the satisfaction of the complainant within that time. The acknowledgement will indicate the name and contact details of the person dealing with the complaint. The complaint will be fully investigated and we will provide the complainant with a regular written update on the progress of the investigation at intervals of not greater than 20 business days. A full response will be provided within 5 business days of completing the investigation. If we do not resolve the complaint within 40 business days we will inform the complainant of the anticipated timeframe within which we hope to resolve the complaint.

Financial Ombudsman Service

In the event that you are not entirely satisfied with the firms handling of and response to your complaint, you may have the right to complain to the Financial Ombudsman Services (FOS).You can contact the FOS at:

Financial Ombudsman Services
Third Floor Lincoln House
Lincoln Place
Dublin 2
Helpline: 1890 88 20 90
Switchboard: +353 1 6620899
Website: www.financialombudsman.ie

European Commission Online Dispute Resolution (ODR) Service

If you are unhappy with the product or service you have received, you can also use the European Commission Online Dispute Resolution (ODR) Service to make a complaint, by visiting:

https://ec.europa.eu/odr

Lloyd’s of London

Additionally, for customers insured by a syndicate through Lloyd’s of London, we are obliged to inform you that you are entitled to refer the matter to the complaints team at Lloyd’s. If your complaint has not received a response from Apsley within 14 days, or if you remain dissatisfied following Apsley’s response, you are entitled to request that the complaint be escalated to the second stage of Lloyd’s ‘two stage’ complaints process.

Complaints
Lloyd’s Market Association
Fidentia House
Walter Burke Way
Chatham Maritime
Chatham
Kent
ME4 4RN
Email: [email protected]
Website: www.lloyds.com/the-market/operating-at-lloyds/regulation/complaints

Your policy documents will make it clear if your insurance is through Lloyd’s, but if you are in doubt please ask us.

Compensation

Apsley is a member of the Investor Compensation Company Limited Scheme established under the Investor Compensation Act, 1998 which provides for the establishment of compensation in certain circumstances, to certain clients, where money or investment instruments owed or belonging to clients and held, or in the case of investments instruments, administered or managed by Apsley, cannot be returned to those clients for the time being and there is no reasonably foreseeable opportunity of Apsley being able to do so. Clients eligible under the scheme may receive 90% of the amount of the client’s loss whjch is recognised for the purposes of the Investor Compensation Act, 1998, or compensation of up to €20,000, whichever is the lesser.

Further information about the compensation scheme is available from the ICS who can be contacted at:

The Investor Compensation Company Ltd
c/o Central Bank of Ireland
PO Box 11517
Spencer Dock
North Wall Quay
Dublin 1
Switchboard: + 353 1 224 4955
Website: www.investorcompensation.ie