Complaints Policy

Last updated: October 2025

At Padre Pio Insurance Brokers Ltd, we are committed to providing professional, fair, and transparent service to all our clients. If you are dissatisfied with any aspect of our service, we encourage you to let us know — your feedback helps us improve.

How to Make a Complaint

You can submit a complaint through any of the following channels:

Email: pntegyereize@padrepioinsurance.com
Phone: +256 782 671157
Office: Plot 31, Golf Course Road, Kololo, Kampala

Please include your name, contact details, policy number (if applicable), and details of your complaint.

Our Complaints Process

Acknowledgment: We will acknowledge receipt of your complaint within 24 hours.

Review: Your complaint will be handled by a qualified officer not directly involved in the matter.

Updates: You will receive updates on the progress of your complaint at least every 5 business days.

Decision: A written decision will be provided within 14 calendar days.

If the matter is complex and requires more time, we will inform you and may request an extension from the Insurance Regulatory Authority (IRA).

Next Steps: If you are not satisfied with our resolution, you may escalate your complaint to the IRA Complaints Bureau for external review.

Insurance Regulatory Authority Contacts

Insurance Regulatory Authority of Uganda (IRA)
Insurance Tower, Plot 6 Lumumba Avenue, Kampala
Toll Free: 0800 124 124
ira@ira.go.ug
www.ira.go.ug

Our Commitment

We handle all complaints fairly, confidentially, and promptly in line with the Insurance (Internal Dispute Resolution) Guidelines, 2024 issued by the IRA.