Life assurance members of the Irish Insurance Federation (IIF) have signed up to a code of practice setting out minimum standards for dealing with customer complaints.It will be implemented over the coming months.

IIF Code of Practice:

1. All companies will have a written complaints procedure. Companies will refer to the code and their adherence to it in the information provided to customers. Copies of this leaflet will be available from member companies as well as from the IIF.

2. Replies to complaints will be issued within five working days. If this reply is an acknowledgment rather than a full reply, it will indicate the name and contact details of the person dealing with the complaint and the estimated timescale for a full reply.

3. All communications with the customer will be in "plain English" and avoid the use of jargon. 4. When a company establishes that it has made a mistake, it will apologise.

5. Complaints will be dealt with promptly.

6. The customer will be kept informed if it appears that the original timescale will not be met.

7. The complaint will be investigated by a staff member with the necessary knowledge and experience to deal with the matter promptly and fairly and who has access to more senior staff for guidance if required.

8. Companies will encourage the use of direct dialogue with customers - e.g., telephone conversations, meetings - as a means of resolving the complaint.

9. If the customer is not happy with the response and wishes to escalate the complaint, the company will advise him/her of the options available for further action - e.g., reference to the Insurance Ombudsman.

10. Companies will record and analyse complaints and customer feedback to ensure they are being dealt with effectively and to improve the service given to customers.

Copies of the code are available from companies directly, the IIF Information Service at 01- 6761914 or from www.iif.ie.