Complaints Procedure

We take every complaint seriously and aim to resolve issues fairly, quickly and transparently. This procedure follows the Central Bank of Ireland's Consumer Protection Code requirements.

Step 1 — Contact us

Email complaints@inloovi.com with:

• Your full name and policy or quote reference.
• A clear description of what went wrong.
• What outcome you are looking for.
• Any supporting documents, screenshots or message threads.

You can also write to: Complaints Officer, Inloovi Ireland Ltd., 61 Durrow Rd, Kimmage, Dublin 12, D12 X7E5, Ireland.

Step 2 — Acknowledgement and investigation

• We acknowledge every complaint in writing within 5 working days.
• We provide a written update at least every 20 working days.
• We aim to issue a final response within 40 working days.

Step 3 — Escalation

If we cannot resolve your complaint within 40 working days, or if you are not satisfied with our final response, you can refer the matter free of charge to:

Financial Services and Pensions Ombudsman
Lincoln House, Lincoln Place, Dublin 2, D02 VH29, Ireland
Phone: +353 (0)1 567 7000
Web: fspo.ie
Email: info@fspo.ie

EU Online Dispute Resolution

If you bought the policy online and reside in the EU, you can also use the European Commission's ODR platform at ec.europa.eu/consumers/odr.

Data protection complaints

For complaints about how we handle your personal data, please first email privacy@inloovi.com. You can also complain directly to the Data Protection Commission at dataprotection.ie.