Complaints procedure

DUAL strive to do everything to ensure our policy holders receive the best possible service. If you are not satisfied with the level of service provided by us, we will endeavour to resolve this as soon as possible.

 

If you consider that you have cause to complain, the following information will advise you:

  • How to make a complaint
  • The procedures we are committed to follow in ensuring your complaint is dealt with promptly, fairly and effectively
  • What options are open to you if you are not satisfied with our response

 

How to make a complaint

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

 

Writing to the Managing Director, DUAL Underwriting Ireland DAC, 11 Fitzwilliam Street Upper, Dublin 2 DO2 YV66

Telephoning 01 6640001

Emailing complaints@dualgroup.com or enquiry@dualgroup.ie

 

Our complaints handling procedure

 

  1. We aim to resolve your concerns, whenever possible, by close of business on the next working day. If this is not possible, we will promptly acknowledge your complaint in writing no later than five working days after receipt. We will also inform you of the name of one or more individuals that will be your point of contact regarding your complaint until the complaint is resolved or cannot be progressed any further.
  2. We will keep you regularly informed of our progress and the measures being taken to resolve your complaint. If our response is not issued within twenty (20) business days of the date we received your complaint, we will issue a letter to you explaining why we have been unable to resolve your complaint and indicate when we will make further contact. You are welcome to contact us at any time to check the status of our investigation.
  3. DUAL will aim to provide you with its decision on your complaint, in writing, within forty (40) business days of the complaint being made.
  4. Should you remain dissatisfied with the final response from the above or if you have not received a final response within forty (40) business days of the complaint being made, you may be eligible to refer your complaint to the Financial Services and Pensions Ombudsman (FSPO).

 

The contact details are as follows:

 

Financial Services and Pensions Ombudsman

Lincoln House

Lincoln Place

Dublin 2

D02 VH29

Website: http://financialombudsman.ie

Telephone: +353 1 6 567 700

  1. EU Online Dispute Resolution
    The European Commission has established an Online Dispute Resolution Platform (ODR Platform). It is specifically designed to help customers resident in the European Union (EU) who have a complaint about goods or services bought online from traders established in the EU. You can submit your complaint online through the ODR platform in any of the official languages of the EU.
    You may use the ODR service if you are resident in the EU and have a complaint about a product or service purchased from us online using the following link: http://ec.europa.eu/odr.