How we handle complaints There for you when you need us

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.

DUAL acts on behalf of insurance companies or Lloyd’s syndicates: the procedure that will apply depends on whose behalf we act. To identify which procedure applies to you, please refer to your policy wording.

If you have any doubt on which procedure applies to you, DUAL will be happy to help.

Procedure applicable where the insurer(s) is an insurance company

Step 1:

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

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

You can contact us in one of the following ways:

In writing:

Head of Compliance
DUAL Corporate Risks Limited
155 Fenchurch Street
London
EC3M 6AL

 

By email: complaints@dualgroup.com
By phone: +44 (0)20 7337 9888

Step 2:

We will try to provide you an answer within one working day, if this is not possible we will send you an acknowledgement letter within five working days, and keep you informed of the progress of your complaint. We aim to resolve your complaint within four 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:

If you are not happy with the way we have handled your complaint, you can refer your case to the Financial Ombudsman Service. You can find information about the Financial Ombudsman Service at www.financial-ombudsman.org.uk.

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 may have to refer your complaint to the Financial Ombudsman Service within specific timelines. We will communicate the applicable timeline in our response to your complaint.

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


Procedure applicable where the insurer(s) is a Lloyd’s syndicate

Step 1:

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

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

You can contact us in one of the following ways:

In writing:

Head of Compliance
DUAL Corporate Risks Limited
155 Fenchurch Street
London
EC3M 6AL

 

By email: complaints@dualgroup.com
By phone: +44 (0)20 7337 9888

Step 2:

We will try to provide you an answer within one working day, if this is not possible we will send you an acknowledgement letter within five working days, and keep you informed of the progress of your complaint. We aim to resolve your complaint within two weeks.

Step 3:

If you remain unhappy with the way DUAL has handled your complaint, you may have the right to refer your case to Lloyd’s.
If you wish to ask Lloyd’s to investigate your complaint you may do so by contacting:

In writing:

Complaints Team
Lloyd’s
Fidentia House
Walter Burke Way
Chatham Maritime
Chatham
Kent
ME4 4RN

 

By email: complaints@lloyds.com
By phone: +44 (0)20 7327 5693
By fax: +44 (0)20 7327 5225
Website: www.Lloyds.com/complaints

Details of Lloyd’s complaints procedures are set out in a leaflet “Your Complaint – How We Can Help” available at www.lloyds.com/complaints and are also available from the above address.

Step 4:

If you are not happy with the way we have handled your complaint, you can refer your case to the Financial Ombudsman Service. You can find information about the Financial Ombudsman Service at www.financial-ombudsman.org.uk.

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 may have to refer your complaint to the Financial Ombudsman Service within specific timelines. We will communicate the applicable timeline in our response to your complaint.

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

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