1. Our Commitment to You
At Academy Plus Insurance Limited we are committed to providing a high standard of service to all
our customers. We take any dissatisfaction seriously and view complaints as an opportunity to
improve our services.

If you are unhappy with any aspect of our service, please let us know and we will do everything we
can to resolve the matter promptly, fairly, and transparently.

2. How to Make a Complaint
Whilst we are happy to receive verbal complaints, it would be preferable that any complaints are
made in writing via email to [email protected]
You can also contact us in any of the following ways:

• In writing:    Complaints Manager
                         Academy Plus
                         73 Lower Leeson Street
                        Dublin D02 X524
                        IRELAND

• By phone: +353 (0) 1 244 6380

We are also committed to providing an accessible and convenient complaints process across all
channels. Under the Consumer Protection Code 2025, you may submit a complaint through any
channel you normally use to interact with us, including online, through our digital contact options or
website forms (where available). Complaints submitted digitally or through our website will receive
near-immediate acknowledgement, and all complaints are handled consistently across channels in
line with our regulatory obligations.

To help us investigate your complaint quickly, please provide:

• Your full name and contact details
• Details of your policy or reference number (if applicable)
• A clear description of your complaint and any relevant information

3. Our Complaints Handling Process

Step 1 – Acknowledgement
We will acknowledge your complaint in writing within 5 working days of receiving it.
Our acknowledgement will include:

• The name and contact details of the person handling your complaint.
• An outline of the next steps and when you can expect further updates.

Step 2 – Investigation and Updates
We will investigate your complaint fairly, thoroughly and promptly.

We will keep you informed of progress at regular intervals, and at least every 20 working days, until
your complaint is resolved.

Step 3 – Resolution
We aim to resolve complaints as quickly as possible.

• If we resolve your complaint within 5 working days, we will send you a written confirmation
  of the resolution.
• If your complaint takes longer to resolve, we will provide you with a final response in writing
  within 40 working days from the date we received your complaint.

If we cannot resolve your complaint within 40 working days, we will:

• Inform you of the reasons for the delay.
• Advise you of your right to refer the matter to the Financial Services and Pensions
  Ombudsman (FSPO).

4. If You Are Not Satisfied

If you remain dissatisfied with our final response or if 40 working days have passed since you first
made your complaint, you have the right to refer your complaint to the:

Financial Services and Pensions Ombudsman (FSPO)
Lincoln House, Lincoln Place, Dublin 2, D02 VH29
Phone: +353 (0)1 567 7000
Email: [email protected]
Website: www.fspo.ie

5. Additional Support for Vulnerable Customers

We are committed to supporting customers who may be vulnerable due to personal circumstances. If
you need assistance in making a complaint — for example, due to health, accessibility, language, or
financial challenges — please let us know. We can support you through the process.

6. Record Keeping and Data Protection

We maintain a record of all complaints received. These records are retained in accordance with
regulatory requirements and are regularly reviewed to help us improve our products and services.