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Complaints Procedure

Greenval Complaints Procedure

1.0 Complaints Information

In the event of a complaint with regard to the services provided by Greenval, Policyholders can make complaints to Greenval directly. Contact information is outlined below:

1.1 Contact information Greenval Greenval

Complaints, Greenval Insurance Company DAC,

10-11 South Leinster Street, Dublin 2,

Ireland

Telephone: 00353 1 612 5600E-Mail: info@greenval-insurance.ie

2.0 Greenval complaints procedure

2.1 On receipt of a complaint with regard to the insurance contract provided or the activities performed by Greenval, the following information should be provided by the Policyholder:

a. Company Name

b. Company Address

c. Complainant Name

d. E-Mail Address

e. Plate Number

f. Nature of Complaint

g. Remedy Sought

2.2 Greenval will confirm receipt of the complaint to the complainant within five business days of receipt via telephone followed by a written letter or E-Mail.

2.3 If the complaint received relates to the activities performed by another financial institution for which Greenval has no legal or regulatory responsibility, Greenval will inform the client within two business days.

2.4 Greenval will create a complaints file for each formal complaint notified in conjunction with all details associated with the investigation of the complaint.

2.5 Greenval will investigate the complaint with immediate effect on receipt of the complaint and provide the complainant with a written update on an interval basis but no later than 20 working days from the last correspondence.

2.6 Greenval commits to conclude the investigation of 80% of complaints received within 5 business days. GREENVAL INSURANCE DAC 2 nd Floor Trinity Point 10-11 Leinster Street South Dublin 2 Telephone: +353 1 6125600 info@greenval-insurance.ie Directors: Robert Woods, Clelia Rossi (Italian), François Salzedo (French), Derek Kehoe, Paul Duffy, Olivier Mantoulan (French) Registered office: Trinity Point, 10-11 Leinster Street South, Dublin 2 Company number: 432783 Regulated by the Central Bank of Ireland

2.7 On conclusion of the investigation, Greenval will provide a written report via e-mail or written letter on the outcome of the investigation to the claimant including an explanation on the terms of the outcome. This will be followed by a telephone call to discuss in detail the findings of the investigation.

2.8 If the claimant expresses dissatisfaction with the outcome of the investigation or the complaint has not been resolved within 40 business days form the date of receipt, Greenval will write via e -mail or written letter to the complainant outlining the timeframes for resolution and the arrangements for referral to the Financial Services Ombudsman Bureau outlined in section 3 below.

All complaint records will be kept for 6 years and a selection of files will be audited internally by Greenval on a yearly basis to ensure that high standards and customer satisfaction with regard to the handling of complaints is maintained.

3.0 Financial Services Ombudsman (Contact Details)

After a period of 40 business days has elapsed from the date of submitting the complaint and having not resolved the complaint or having rejected it. The client can make a claim to the Financial Services Ombudsman by submitting the complaint or claim, on paper or IT medium, electronic or remotely, to the following address:

Insurance Ombudsman

Financial Services Ombudsman Bureau,

3rd Floor Lincoln House, Lincoln Place,

Dublin 2.

Or e-mail: enquiries@financialombudsman.ie

The Financial Services Ombudsman is a statutory officer who deals independently with unresolved complaints if you are:

n   a consumer;

n   Limited Companies Charities, Clubs, Trusts and Partnerships with turnovers of less than €3 million

If you are unsure whether the Ombudsman will consider your complaint please contact them directly for further information.

It is a free service to the complainant