Complaints procedure

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

DUAL Europe 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, 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 Chief Risk Officer - Europe, DUAL Europe c/ Howden, 2 rue des Girondins L-1626 Luxembourg

Telephoning +352 621 547 098

Emailing [email protected]

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.
2. If your complaint concerns the provision of (or failure to provide) a service by another firm authorised by a European regulator, 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 and, if the other firm is solely responsible, our final response.
3. We will endeavour to resolve your complaint at the earliest possible stage. We will thoroughly investigate the matter and will usually send our final response to you in writing no later than eight weeks after receipt of your complaint.
4. 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 four weeks 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.
5. 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
6. If you are in EEA and should you remain dissatisfied with the final response or if you have not received a final response within 8 (eight) weeks of the complaint being made, you may be eligible to refer your complaint to the Office for Complaints concerning insurance intermediaries in your country.