Our aim is to provide all of our clients with an excellent level of service; however, we recognize that there may be occasions when you do not feel satisfied with the service you have received from our insurance brokerage.
Should you need to make a complaint, please contact our Complaints Manager using any of the following methods:
email: richard@dcib.co.uk
post: First Floor Kestrel House, Primett Road, Stevenage Old Town, SG1 3EE
Tel: 01438 579770
We aim to resolve complaints within 3 business days following receipt. However, if we can’t resolve your issue within this timeframe, we will write to you within five working days to acknowledge your complaint and provide details of our complaints procedure, along with the name of the person dealing with your complaint.
We strive to provide a final response to your complaint within eight weeks from the date of receipt. If we cannot meet this timeline, we will explain the reasons for the delay and give you an indication of when to expect a response.
If you are dissatisfied with our final response, or if we are unable to provide a final response regarding your complaint, you may be eligible to refer the matter to the Financial Ombudsman Service (FOS) free of charge. Details of the eligibility criteria can be found in our complaints procedure or on the FOS website at https://financial-ombudsman.org.uk. If you choose to refer your complaint to the Ombudsman, please do so within six months of our final response.
The FOS offers an independent service for resolving disputes, and you can contact them by:
Calling their consumer helpline at 0800 0234 567 or 0300 1239 123.
Writing to them at Exchange Tower, London E14 9SR.
Emailing complaint.info@financial-ombudsman.org.uk.
We will include a copy of the Financial Ombudsman Service's leaflet in all resolution letters.