Making a Complaint

We're here to guide you step-by-step through the complaints process and to ensure we fully review your concerns, providing you with a fair outcome. 

FAQs

At MetLife Ireland, we’re committed to providing a high standard of service. However, we recognise that sometimes problems may arise, and we may fall short of your expectations or the service levels to which we aspire. Should this happen we want to:   

  • Make it easy for you to raise your complaint 
  • Listen to your complaint 
  • Consider how you'd like us to remedy your complaint 
  • Make sure you're satisfied with how your complaint is handled 
  • Take your feedback onboard to help us make improvements 

We’ll try to resolve your complaint as quickly as possible. The first step is for us to be clear on the nature of your complaint and to identify with you what we can do to resolve the issue. The more information you can give us, the better.   

To help us investigate and resolve your complaint as quickly as possible, please provide the following information:    

  • Your name and address  
  • Plan/policy number  
  • A clear description of your concern or complaint  
  • Details of what you’d like us to do to resolve your complaint  
  • Copies of any relevant documents  
  • A daytime telephone number and/or email address where we can contact you

As soon as you contact us about a complaint we will:  

  • Promptly acknowledge receipt of your complaint, within five working days, with details of our complaints handling process, including information on referral to the Financial Services and Pensions Ombudsman (FSPO) .
  • Immediately seek to resolve your complaint. If we are able to do so within five days, we will write to you, independently or as part of our acknowledgement of your complaint, with a summary of the actions we have taken to resolve it. 
  • After 20 working days, if we’ve resolved your complaint, we’ll send you a final response if we’ve not done so already. If we’ve not managed to resolve your complaint, we’ll explain why we’re not yet in a position to resolve the complaint and indicate when we’ll make further contact. 
  • After 40 working days, if we’ve not provided you with a final response by this time, we’ll give reasons for the further delay and indicate when we expect to be able to offer a final response. We’ll also include details on your rights to refer the matter to the FSPO.
  • Once we’ve fully investigated your complaint and come to a conclusion, we’ll send you a final response letter, within 5 working days of reaching a decision, which will explain our final position. We’ll also remind you that you may refer your complaint to the FSPO if you’re dissatisfied with our response. 

To make it as simple as possible for you to contact us, you can write to us, send us an email or give us a call.   

  • Employee Benefits products  

    Please write to:    

    Employee Benefits email: complaints_ireland@metlife.com 

    Employee Benefits telephone: 1800 500 276 (9am-5pm, Monday-Friday)    

    Complaints Department   MetLife Ireland, EB Complaints Department, 20 Lower Hatch Street, Dublin 2, D02 HC80  

     

     

Our aim is to resolve all complaints internally. If you’re not satisfied with our final response to your complaint, you have the right to refer your complaint to the FSPO. 

 

You can get more information from: 

Financial Services and Pensions Ombudsman 

Lincoln House, Lincoln Place, Dublin 2, D02 VH29

Alternatively, you can telephone +353 1 567 7000. 

Or you can email the FSPO at info@fspo.ie 

 

The Financial Services and Pensions Ombudsman (FSPO) is an independent, impartial, fair and free service that helps resolve complaints from consumers, including small businesses and other organisations, against financial service providers and pension providers.