How to Make a Complaint

Whilst we are happy to receive verbal complaints, we would prefer that any complaints are made in writing by email to yachtsupport@yachtsman.ie.

You can also contact us in any of the following ways:

• In writing: Abbey Moate House, Abbey Street, Naas, Co. Kildare, W91 NN9V, Ireland.
• By phone: +353 45 982668
• In person: By visiting our office at Abbey Moate House, Abbey Street, Naas, Co. Kildare, W91 NN9V, Ireland.

To help us investigate your complaint quickly, please provide:

• Your full name and contact details
• Details of your policy or reference number (if applicable)
• A clear description of your complaint and any relevant information

Yachtsman Euromarine acts as an insurance intermediary. Depending on what your complaint is about, it will be handled in one of two ways. You do not need to work out which applies. Simply contact us using the details above and we will make sure your complaint reaches the right place.

Complaints about your policy, cover or a claim

Our policies are underwritten at Lloyd’s and/or by Munich Re. If your complaint relates to the insurance policy itself, your cover or a claim, it will be dealt with by the insurer. We will record your complaint and forward it to the insurer within 2 business days, and the insurer will acknowledge your complaint and respond to you directly.

Complaints about our service as your intermediary

If your complaint relates to our own service, such as the advice we gave, the suitability of a product, the sales process, administration or customer service, we will handle it ourselves under the Central Bank of Ireland’s Consumer Protection Code 2025, following the process set out below.

The following process applies to complaints about our own service as your intermediary.

Step 1 – Acknowledgement

We will acknowledge your complaint in writing within 5 working days of receiving it. Our acknowledgement will include:

• The name and contact details of the person handling your complaint
• An outline of the next steps and when you can expect further updates

Step 2 – Investigation and Updates

We will investigate your complaint fairly, thoroughly and promptly. We will keep you informed of progress at regular intervals, and at least every 20 working days, until your complaint is resolved.

Step 3 – Resolution

We aim to resolve complaints as quickly as possible.

• If we resolve your complaint within 5 working days, we will send you written confirmation of the outcome
• If your complaint takes longer to resolve, we will provide you with a final response in writing within 40 working days from the date we received your complaint

If we cannot resolve your complaint within 40 working days, we will:

• Inform you of the reasons for the delay
• Advise you of your right to refer the matter to the Financial Services and Pensions Ombudsman (FSPO)

If you remain dissatisfied with our final response, or if 40 working days have passed since you first made your complaint, you have the right to refer your complaint to the Financial Services and Pensions Ombudsman (FSPO):

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

We are committed to supporting customers who may be vulnerable due to personal circumstances. If you need additional help in making a complaint, for example due to health, accessibility, language or financial challenges, please let us know. We will make reasonable adjustments to support you through the process.

We maintain a record of all complaints received. These records are retained in accordance with regulatory requirements and are regularly reviewed to help us improve our products and services.

M.J. O’Neill (Insurances) Limited t/a Yachtsman Euromarine is regulated by the Central Bank of Ireland.

Effective date of this Complaints Policy: 1st January 2026