Complaints

Utmost PanEurope dac and Utmost Bermuda Limited are fully committed to delivering the highest levels of service to our customers. If for any reason you are dissatisfied with the service you receive, we will do our utmost to fully investigate and resolve any complaints that you may bring to our attention.

How to contact us

You can contact our Customer Services Department:

  • By post: Utmost PanEurope dac, Navan Business Park, Athlumney, Navan, Co. Meath, Ireland

  • By email: CCSFrontoffice@utmost.ie

  • By phone or fax: Tel.: +353 (0)469099700, Fax: +353 (0)469099849

Who will be dealing with your complaint?

  • Your complaint will be dealt with by a senior member of our Customer Services department in an efficient and professional manner.

How will we respond to your complaint?

  • We will acknowledge your complaint within 5 business days from the receipt of your complaint and give the name of the person dealing with your case
  • We will investigate your complaint, review all information we hold on file, and where necessary contact your financial adviser
  • We will send you an update on the progress of the complaint every 20 business days
  • We will send you a detailed response within 40 business days from the receipt of your complaint
  • We will contact you if your complaint is not resolved within 40 business days

If you are not satisfied with our response?

If you are not happy with our response to your complaint, you have the right to refer your complaint to The Financial Services and Pensions Ombudsman in Ireland (address below) or to your local Ombudsman.

The Financial Services and Pensions Ombudsman
3rd Floor, Lincoln House
Lincoln Place, Dublin 2
D02 VH29
Ireland

Tel: +353 (0) 1 567 7000
Email: info@fspo.ie
Website: www.fspo.ie

If you wish to address your complaint to your local Ombudsman or Regulator please see their website details below:

Italy – IVASS
https://www.ivass.it/consumatori/reclami

Spain – Servicio de Reclamaciones de la Dirección General de Seguros y Fondos de Pensiones (DGSFP)
https://www.dgsfp.mineco.es/reclamaciones/index.asp

Portugal – Autoridade de Supervisão de Seguros e Fundos de Pensões (ASF)
https://www.asf.com.pt

United Kingdom – Financial Services Ombudsman
https://www.financial-ombudsman.org.uk/contact-us

Finland – Financial Ombudsman Bureau (FINE)
https://www.fine.fi

Sweden – Konsumentverket
https://www.konsumentverket.se/languages/english-engelska/

Norway – Norwegian Financial Services Complaints Board (Finansklagenemnda/FinKN)
https://www.finkn.no

Belgium – Ombudsman des Assurances
https://www.ombudsman.as/fr/complaint/formulaire-de-plainte

Czech Republic – Finanční arbitr České Republiky
https://www.finarbitr.cz

Germany – Versicherungsombudsmann
https://www.versicherungsombudsmann.de/

France – Médiateur de l’Assurance
http://www.mediation-assurance.org/