How we handle complaints

How we handle complaints

We are committed to providing a high quality insurance service to all our clients. However, we want to know if we have not delivered the service that you were expecting from us or if we made a mistake. 
How we handle complaints:

Step 1:

Please contact us at your earlier convenience with the following information: 

-    Your policy/ certificate of insurance number or claim number
-    The insured name 
-    Details of your dissatisfaction

You can contact us in one of the following ways: 

In writing: 
Head of Compliance
DUAL Corporate Risks Limited
Bankside House
107 Leadenhall Street
London, EC3A 4AF

By email:
complaints@dualgroup.com

By Phone:
0207 337 9888

Step 2:

We will try to provide you an answer within 1 working day, if this is not possible we will send you an acknowledgement letter within 5 working days, and keep you informed of the progress of your complaint. We aim to resolve your complaint within 4 weeks. However in some circumstances, this may take longer, we will then contact you explaining why and how long our investigation is likely to take.

Step 3:

We hope that you will not have to do this, but if you are not happy with the way we have handled your complaint,you may have the right to refer your case to the Financial Ombudsman Service. 
You can contact them in one of the following ways:

In writing: 
The Financial Ombudsman Service
Exchange Tower
London, E14 9SR

By e-mail:  
Complaint.info@financial-ombudsman.org.uk

By phone: 
0800 023 4567 
or
0300 123 9123

Please remember that you will have to refer your complaint to the Financial Ombudsman Services within 6 months if receiving our final response. 

If you have obtained insurance through a broker and that your complaint relates to their services, please contact your broker. 

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