AA Ireland Complaints Procedure

Purpose

AA Ireland Ltd. (‘AA Ireland’) is committed to providing a high standard of service to its customers. This procedure sets out how complaints are managed and resolved in a fair, transparent, and timely manner, in accordance with the Consumer Protection Code (as revised).

What is a Complaint?

A complaint is any expression of dissatisfaction made by or on behalf of a consumer in relation to the provision of, or failure to provide, an insurance service by AA Ireland.

Consumers are encouraged to provide as much detail as possible to allow us to investigate the matter efficiently.

Acknowledgement of Complaints

• We will acknowledge each complaint within 5 business days unless it has been resolved to your satisfaction.
• The acknowledgement will confirm that the complaint is being investigated and will provide contact details of the team unit handling your complaint. The acknowledgement letter will also include the reference number assigned to your complaint.

Investigation and Resolution

• The complaint will be investigated fully and you will be provided with an update on the progress of the complaint at intervals of no more than 20 business days.
• A full written response, referred to as a ‘Final Response Letter’ (FRL), will be issued within 5 business days of completing the investigation.
• If we do not resolve the complaint within 40 business days we will update you on the time frame we expect to have the investigation complete.

Outcome & Further Rights

Our complaints process is designed to ensure your complaint is addressed in a fair and impartial manner.

If you remain dissatisfied with AA Ireland’s Final Response Letter, or if the complaint has not been resolved within the 40 business day timeframe required under the Consumer Protection Code, you may refer the complaint to:

Please include a copy of our Final Response Letter when raising your complaint to the FSPO to ensure our position is appropriately represented.