Complaints

Should you have a complaint regarding the service you have received, please address this to: Complaints Manager, XS Direct Insurance Brokers Limited, 23 Ely Place, Dublin 2 or email complaints@xsdirect.com. Each complaint will be acknowledged by us in writing within 5 business days of receipt. A written update will be issued to you every 20 days by a nominated individual within our firm. A comprehensive response to your complaint will be issued within 40 business days of receipt of your initial complaint. If you are not satisfied with our decision or if we have not given you a decision within 40 business days, you have the right to refer your complaint to the Financial Services and Pensions Ombudsman, Lincoln House, Lincoln Place, Dublin 2; for further details visit www.fspo.ie.

Your right to take legal action is not affected by following any of the above procedures. If the complaint relates to your insurer, for example in relation to your premium or claims, details of insurers’ complaints processes are outlined in their policy documents which can be found here.