Complaints

How we handle customer feedback

If our service does not meet your expectations and you are dissatisfied with the service you have received, you may contact us as follows:

In writing:          DUAL Finland                                                                                                            

                               Urho Kekkosen katu 2 C  
                               00100 Helsinki

By email:           [email protected]

By phone:         +358 20 712 9630

We will review your feedback and seek to resolve the matter. We will investigate the circumstances related to your feedback and provide you with a written response within two weeks. If you remain dissatisfied, you may seek advice or guidance from the Finnish Financial Ombudsman Bureau (FINE) or request a resolution recommendation from the relevant dispute resolution body.

In writing:           Insurance and Financial Advisory Services FINE 

                               Porkkalankatu 1
                               00180 Helsinki

By email:             [email protected]

By phone:          +358 9 6850 120

District court

You may also bring an action against the insurer before a District Court in Finland at your place of domicile, at the insurer’s place of domicile, or at the place where the loss occurred, unless otherwise provided by Finland’s international agreements.

An action against the insurer’s decision must be brought within three years from the date on which the policyholder or the claimant was notified in writing of the insurer’s decision and the applicable time limit. The right to bring an action expires upon expiry of the time limit.

Insurance broker
If you have purchased insurance through an insurance broker, please contact your insurance broker first.