Complaints Procedure

If for any reason 25Plus.ie has failed to provide an excellent service and you have a complaint we would like to know about it and do everything we can to put things right.

Firstly please contact us at complaints@25plus.ie or write to us at 25Plus.ie PO BOX 151, Letterkenny, Co Donegal.

If your complaint is one of the few that cannot be resolved at this stage contact the Managing Director, MCL Insurance Services Ltd, 66 Railway Road, Coleraine, Co Derry, BT52 1PG

We aim to resolve any complain in the shortest time possible however in the event that the complaint requires further investigation, the following timescales will apply:

25Plus.ie will acknowledge receipt of your complaint, in writing, within 5 business days and we will provide details of the individual handling the complaint. We may combine the acknowledgement of the complaint with our final response letter. If 25Plus.ie is unable to provide a final response in this timescale we will endeavour to provide a final response within 4 weeks of receipt of your complaint. if however, we are not in a position to supply you with a Final Response letter at this time, we will write to you explaining why we are not in a position to resolve the complaint, and give you an indication of when we will make further contact. Within 8 weeks of receipt of your complaint we aim to provide you with a Final Response letter. If we are not in a position to supply you with a Final Response letter at this time, we will write to you.

If we are unable to resolve your complaint through our internal complaints procedure, you can refer it to the Financial Services Ombudsman, Third Floor lincoln House, Lincoln Place, Letterkenny or phone 1890 882090 - www.financialombudsman.ie.