Complaints Procedure

How to make a complaint

If at any time your client has any concerns regarding their contract of insurance, they should in the first instance refer them to you.

The majority of complaints can be resolved quickly and satisfactorily by the department your client is dealing with and it may be that we can resolve your clients complaint over the telephone in the first instance and they can contact the relevant department on 0207 256 3100.

Should your client feel that we have been unable to offer them a resolve by telephone, please email complaints@apcuw.com or alternatively write to:

The Chief Operating Officer at Anglo Pacific Consultants (London) Ltd, 80 Leadenhall Street, London, EC3A 3DH.

However your clients complaint may require further investigation. If so, we will send them a written acknowledgment within 2 working days stating:

  • How their complaint will be handled, or
  • Who will handle their complaint
  • What they need to do, if anything.

Your clients complaint will be investigated by one of our trained staff and a detailed response will be sent to them within 2 weeks of us receiving their complaint. If they have any concerns in the meantime, they can contact the person identified on the acknowledgment letter.

Their response will either:

  • Accept your clients complaint and offer some form of redress if necessary
  • Reject the complaint giving full reasons for doing so.

If your client is not satisfied with our response, or have not heard from us within two weeks, your client is entitled to refer the matter to the Complaints Team at Lloyd’s:-

Post:  Complaints, Lloyd’s, Fidentia House, Walter Burke Way, Chatham Maritime, Chatham, Kent, ME4 4RN
Email:   complaints@lloyds.com
Telephone: +44 (0) 20 7327 5693
Fax:  +44 (0) 20 7327 5225

Lloyd’s will then conduct a full investigation of your clients complaint and provide them with a written final response.

If your client is still not satisfied, and are a small business, they can contact the Insurance Division of the Financial Ombudsman Service at:

Exchange Tower, Harbour Exchange Square, London, E14 9SR.

Your client can also contact them on 0800 023 4567 (free from a landline), 0300 123 9123 (free from some mobile phones) or email them at complaint.info@financial-ombudsman.org.uk. Website: www.financial-ombudsman.org.uk.

Using these services does not affect your clients right to take legal action.

How to make a Legal Expenses complaint

DAS always aim to give your client a high quality service. If your client thinks DAS have let them down, please ask them to write to their Customer Relations Department at:-

DAS Customer Relations Department, DAS Legal Expenses Insurance Company Limited, DAS House, Quay Side, Temple Back, Bristol, BS1 6NH.

Alternatively they can phone DAS on 0844 893 9013 or email DAS at customerrelations@das.co.uk. Details of the DAS internal complaint-handling procedures are available on request.

If your client is still not satisfied, and are a small business, they can again contact the Insurance Division of the Financial Ombudsman Service. Details of which are above.

Your clients complaint may be more suitably handled by a comparable complaints scheme, the Legal Ombudsman Service. Your client can contact the Legal Ombudsman Service at: PO Box 6806 | Wolverhampton | WV1 9WJ, by telephone on 0300 555 0333 or email them at enquiries@legalombudsman.org.uk. Website: www.legalombudsman.org.uk.

Using these services does not affect your right to take legal action.