Complaints

How we handle complaints: here for you when you need us

DUAL strive to do everything to ensure our policyholders receive the best possible service. If you are not satisfied with the level of service provided by us, please contact us and we will endeavour to put things right.

How to make a complaint

If you wish to complain, you may advise any member of our staff or contact us by: 

Post: Chief Risk Officer, DUAL Group, One Creechurch Place, London EC3A 5AF
Telephone: +44 (0)20 7337 9888
Email: [email protected]

Our complaints handling procedure

How long it takes

We aim to resolve your concerns, whenever possible, within 3 working days. If this is not possible, we will promptly acknowledge your complaint in writing no later than five working days after receipt

We will endeavour to resolve your complaint at the earliest possible stage, but we are allowed up to 8 weeks to investigate your concerns and provide you with our final response in writing.

Whilst we investigate, we will keep you regularly informed of our progress. You are welcome to contact us at any time to check the status of our investigation.

If, after eight weeks, you are still waiting for us to respond, we will write to you explaining why we have been unable to conclude your complaint and the options available to you.

If your complaint concerns the provision of (or failure to provide) a service by another firm authorised by the Financial Conduct Authority (FCA), such as an insurer, we will promptly refer your complaint in writing to the firm. In these circumstances we will provide you with the full contact details for the firm. The firm will then issue you with a final response in accordance with their local procedure and regulatory requirements.

What to do if you remain dissatisfied with our final response

Lloyd’s policyholders only

If you are a Lloyd’s policyholder you may refer your complaint to the complaints team at Lloyd’s:

Post: Complaints, Lloyd’s, Fidentia House, Walter Burke Way, Chatham, Kent  ME4 4RN
Telephone: +44 (0)20 7327 5693
Email: [email protected]

Details of the Lloyd’s complaints procedure are set out in the leaflet “Your Complaint – How We Can Help” available at www.lloyds.com/complaints. If you remain dissatisfied with Lloyd’s response, you may be able to refer your complaint to the Financial Ombudsman Service (‘FOS’) as explained below.

Lloyd’s Europe policyholders only

If you are a policyholder of Lloyd’s Insurance Company S.A (trading as ‘Lloyd’s Europe’) and are dissatisfied with our handling of your complaint you may refer your complaint to the complaints team at Lloyd’s Europe. Details of their complaints procedures are available at Lloyd's Europe Complaints - Lloyd's Europe and its Complaints team can be contacted at: 

Post: Head of Complaints Management, Lloyd’s Insurance Company S.A, Bastion Tower, Marsveldplein 5, 1050 Brussels, Belgium
Telephone: +32 (0)2 227 39 40
Email: [email protected]

If you do not receive a response within the required timeframes outlined by Lloyd’s Europe or remain dissatisfied with their response, you may be able to refer your complaint to your local alternative dispute resolution service. Details of which service you should consult will be provided by Lloyd’s Europe.

UK policyholders

If you are in the UK and you meet the definition of an eligible complainant (as defined by the FCA), you may refer your complaint to the FOS for their consideration, provided we have had an adequate opportunity to resolve your complaint first. We will advise you in our final response if we do not think you are an eligible complainant.  

We will advise you of the time limits for making a referral to the FOS and provide a link to the FOS consumer leaflet in our final response. You can also access the leaflet here: Our consumer leaflet: 'Want to take your complaint further?' – Financial Ombudsman service’

How to contact the Financial Ombudsman Service (‘FOS’)

Legal action

Your right as a policyholder to take legal action remains unaffected by the existence or use of any complaints procedures referred to above.