Ireland – Complaints Procedure

At Sedgwick, we are committed to providing a high standard of service. However, we recognize that sometimes things may not go as expected. If you are a customer or claimant of Sedgwick Ireland and something has not gone as expected, please let us know. We welcome the opportunity to listen, understand what has happened, and do our best to put things right. We will also accept complaints from third parties where they have permission from the person involved.

How to make a complaint

You can contact us by post, email or telephone. 

Information to include

To help us investigate your complaint as quickly as possible, please include:

• Your policy and/or claim number
• A brief description of your complaint
• Your contact details, including telephone number and email address

What happens next?

Acknowledgement

We will acknowledge your complaint within five business days, unless it has already been resolved. Our acknowledgement will confirm:

• That your complaint has been received
• The name or details of the person handling your complaint
• The next steps in our complaints process

Investigation

Your complaint will be reviewed by an appropriate complaint handler who will investigate the matter fairly, consistently and promptly. We aim to provide a detailed response within four weeks of receiving your complaint. If we need more time, we will explain the reason for the delay and let you know when you can expect an update.

If your complaint remains unresolved after eight weeks, we will write to explain why and advise you of your rights to refer the matter to the Financial Services and Pensions Ombudsman (FSPO).

Final response

Following our investigation, we will provide a written final response outlining:

• The details of your complaint
• The findings of our investigation
• The outcome of our review

Where appropriate, we will explain any actions we will take to resolve the matter.

If you are not satisfied with our response

If you remain dissatisfied after receiving our final response, you may be entitled to refer your complaint to the Financial Services and Pensions Ombudsman (FSPO), an independent and impartial body that investigates complaints between consumers and financial service providers.

Please note that the FSPO generally requires that you first allow us the opportunity to investigate and resolve your complaint through our internal complaints procedure.

You can download a copy of our Complaints Procedure leaflet for further information.

Download our Complaints Procedure