Complaints Procedure

Complaints Procedure operated by Dooley Insurances Ltd

Scope

This procedure is operated by the firm in relation to its financial services provided under the

Consumer Protection Code 2025.

Registered Name: Dooley Insurances Ltd T/A Dooley Insurances & Mortgage Brokers and The

Dooley Insurance Group

Our objectives:

To respond to complaints in a courteous, timely and fair manner.

Take all reasonable steps to resolve any complaint with the consumer making the complaint.

To endeavour to address the specific issues raised by our customers and, where appropriate,

update our procedures to avoid re-occurrence of problems.

To endeavour to achieve a situation where our customer feels we have addressed the

complaint, but if he/she remains dissatisfied with the outcome of our efforts, to ensure

that he/she is notified of the right to refer the matter to the Financial Services and

Pensions Ombudsman (FSPO).

Procedure

(1) The firm will establish and maintain a complaints file and all complaint records will be kept

for six years.

(2) Where the firm receives an oral complaint, we will offer the consumer the opportunity to

have the complaint handled in accordance with the firms’ complaints process. The firm

will investigate the complaint on the basis of our understanding of the issue.

(3) The firm shall permit and facilitate submission of complaints in writing by post and by

electronic means.

(4) The firm will implement and maintain systems and controls to effectively track and

manage the progress and resolution of complaints.

(5) The firm will acknowledge in writing each complaint within 5 working days of receipt. This

acknowledgement will contain a copy of these procedures and notification that the

complainant can refer the matter to the Financial Services and Pensions Ombudsman

(FSPO) if he/she is not happy with the outcome of our investigation, or if the matter has

not been resolved within 40 business days, the anticipated timeframe within which the

firm hopes to resolve the complaint. Contact details of the Financial Services and

Pensions Ombudsman (FSPO), Lincoln House, Lincoln Place, Dublin 2 Tel: (01) 567 7000

Web: www.fspo.ie will also be provided.

(6) The firm shall provide the consumer making the complaint, or the person making the

complaint on the consumer’s behalf, with a point or points of contact in relation to the

complaint until the complaint is resolved or all steps of the firm’s complaints handling

procedures have been exhausted.

(7) We shall investigate the complaint as swiftly as possible and shall provide the consumer

making the complaint with a regular update, on paper or on another durable medium, on

the progress of the investigation of the complaint at intervals no greater than 20 working

days, starting from the date on which the complaint was received.

(8) The firm will attempt to investigate and resolve the complaint within 40 working days of

having received the complaint; where the 40 working days has elapsed and the complaintis not resolved, the complainant will be informed of the anticipated timeframe within which

the firm hopes to resolve the complaint and that the complainant can refer the matter to

the Ombudsman and the contact details of such Ombudsman will be provided.

(9) Within 5 working days of the conclusion of our investigation of the complaint, the firm

shall advise the consumer making the complaint on paper or on another durable medium

of:

(a) The decision at the conclusion of the investigation, including the reasons for that

decision,

(b) Where applicable, the terms of any offer or settlement being made to the consumer

making the complaint,

(c) Where the consumer has a right to refer the matter to a relevant ombudsman, the fact

that the consumer may refer the matter to the Financial Services and Pensions

Ombudsman (FSPO), and

(d) The contact details of the Financial Services and Pensions Ombudsman (FSPO).

Where it appears to the firm that the complainant is not satisfied with the outcome of our

investigation, and where we feel that we cannot progress the issue further, we will

immediately write to the complainant advising them of their right to refer the dispute to

the Financial Services and Pensions Ombudsman (FSPO).

A senior manager will review the file before its conclusion and attempt to identify any

procedures that can be implemented by our firm to avoid a repeat of the type of

complaint received. Any new procedures will be immediately communicated to all staff

and placed in the Written Procedures file.

The person responsible for complaints in this fir