This summary provides an overview of the handling of complaints within/on behalf of Mediolanum International Life dac hereinafter “MIL”.
MILs objective is to resolve complaints in an efficient, effective and professional manner. MIL has endeavoured to align its complaints handling process with relevant legal requirements including current best practice.
Complaints may be received either directly by MIL or its appointed distributors or its Branches (located in Spain, Germany and Italy).
Complaints Process
The following is a high-level overview of the processes in place to handle complaints:
(i) Direct Complaints against MIL
Where a complaint is received directly at the Mediolanum International Life office in Dublin, the complaint will be handled by that office in line with its internal complaints handling policy.
MIL will review and respond in writing to direct complaints as soon as possible within stipulated regulatory deadlines (set out in the respective jurisdiction where the complaint originated). Contact details to make the complaint are set out below.
MIL is required to provide the complainant with an acknowledgement of the complaint in plain language, on paper or another durable medium within five business days of receipt and include written information regarding MIL’s complaints-handling process.
Each complaint received directly by MIL shall be investigated fairly with a view to resolving the complaint, as appropriate. Following investigation, MIL shall provide a final written response on paper or another durable medium (Formal Response Letter) to the complainant setting out in plain language: (i) the outcome of its investigation; (ii) the terms of any offer or settlement being made, where applicable; and (iii) the complainant’s option to refer their complaint to an alternative dispute resolution entity in their jurisdiction if they are not satisfied the resolution of the complaint, and the details of same. This review may be completed within five business of receipt of the complaints, or a longer timeframe depending on the specific details of the individual complaint.
The closure of a complaint may take place where one of the following has occurred:
· A Formal Response Letter has been issued and, to the best of our knowledge, accepted by the complainant and has not been pursued with an alternative dispute resolution entity; or
· The complainant has advised that they do not want their enquiry to be treated as a complaint
When an answer cannot be provided within the expected time limits, the complainant shall, be informed about the causes of the delay and indicate when the investigation is likely to be completed. The complainant shall be kept updated on the further handling of the complaint.
