Complaints

We at IRS are dedicated to providing you with a high quality service and we want to ensure that we maintain this at all times. If you feel we have not offered you a first class service please contact us and we will do our best to resolve the problem.

 

We will investigate your complaint promptly and will keep you informed about our progress. If we cannot resolve your complaint in a timely manner or if you are not satisfied with the outcome you may contact a dispute resolution body to carry out an independent review of your complaint. Please note we will always inform you about the next steps you are entitled to take. Which body to contact depends on the product or service:

 

IRS service as a broker
If you have complained about the service provided by IRS as your broker and we are unable to resolve this to your satisfaction within 8 weeks after receipt of your complaint, you may contact the Financial Ombudsman Service (FOS). For FOS contact details and information on the applicable eligibility rules please click here.

 

Your insurance policy
If your complaint relates to an insurance product your policy document will provide details of the complaints procedure which applies. In all cases the insurer will start investigating your complaint. Depending on the insurer, you may also be eligible to contact the Complaints department at Lloyds in due course:

 

If the insurer is unable to resolve your complaint or respond to it to your satisfaction within 2 weeks after receipt of your complaint, then you may elect to contact the Complaints department at Lloyds.  For contact details please click here.

 

Subsequently, if you remain dissatisfied after the insurer and/or Lloyds have considered your complaint following 8 weeks after receipt, you may then contact the Financial Ombudsman service (FOS). For FOS contact details and information on the applicable eligibility rules please click here.

 

And in case you still have any questions, please contact us, we’ll be more than happy to help you.