Our complaints objectives and procedures

Laya life aims to provide a first-class service to their members at all times. However, if one of their consumers is dissatisfied with a product or service, they may make a complaint.

Women on couch

Our objectives

Laya life seeks to take all reasonable steps to resolve complaints from consumers through the following objectives:

  • Investigate complaints competently, diligently, and impartially, obtaining additional information, as necessary.
  • Assess complaints fairly, consistently, and promptly.
  • Where appropriate, update procedures to prevent a recurrence of similar issues.
  • Adhere to the timeframes set out in the Consumer Protection Code, and provide the complainant with Financial Services and Pensions Ombudsman contact details where applicable.

Complaints procedure

When dealing with any dissatisfactions or grievances, laya life endeavours to seek a satisfactory resolution as efficiently and effectively as possible. Our complaints procedure outlines our processes for handling complaints. 

  1. Laya life will maintain a record of every complaint received.
  2. Where a complaint is received by laya life, the company will record the details of this complaint and issue an acknowledgement letter within 5 working days of receipt to the members preferred method of communication. In respect of a complaint submitted through the website, an immediate acknowledgement that confirms receipt of the complaint.
  3. Laya life will investigate the complaint as soon as possible and where applicable, the complainant will receive a regular written update on the progress of the investigation at intervals of 20 business days. Points of contact will be provided to the consumer making the complaint, (or the person making the complaint on the consumers behalf) until the complaint is resolved or all the steps of laya life’s complaints handling procedures have been exhausted.
  4. Within 5 days of the conclusion of the company's investigation of the complaint, laya will send a written communication on the outcome of its investigation. This communication shall include, the decision at the conclusion of the investigation, including the reasons for that decision, and where applicable, an explanation of the terms of any offer that laya life is prepared to make in settlement of the complaint and will explain how we arrived at the resolution of your case.
  5. If the complainant expresses dissatisfaction with the outcome of the investigation or the complaint has not been resolved within 40 business days of receipt of the complaint, laya life will write to the complainant advising them of the anticipated time frame for resolution of the complaint and the details for referral to the Financial Services and Pensions Ombudsman which is listed below.


Financial Services and Pensions Ombudsman
Lincoln House,

Lincoln Place,

Dublin 2,
D02 VH29.

Phone: +353 1 567 7000

Email: info@fspo.ie

Website: www.fspo.ie

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