Complaints

16. Complaints

16.1. Our aim is to provide all of our clients with an excellent level of service, however, we recognise that there may be occasions when you do not feel satisfied with the service you have received from us. Should you need to make a complaint please contact our Complaints Manager using any of the following methods:

email: andrew@doverstreetinsurance.com

post: Dover Street Insurance Brokers Limited

35 Dover Street
London
W1S 4NQ
United Kingdom

Tel: 0208 057 4131

16.2. We aim to resolve complaints within 3 business days following receipt, however, if we can’t we will write to you within five working days to acknowledge your complaint and provide details of our complaint handling procedures and who is dealing with your complaint.

16.3. We aim to provide a final response to your complaint within eight weeks from the date of receipt of your complaint and if we cannot we will outline the reasons for the delay and provide you with an indication of when you can expect to receive a response.

16.4. If you are dissatisfied with our final response, or we have been unable to provide our final response to 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 https://financial-ombudsman.org.uk. If you do decide to refer your complaint to the Ombudsman you must do so within six months of the date of our final response.

16.5. The FOS offer an independent service for resolving disputes and you can contact the FOS by:

• Calling their consumer helpline on 0800 0234 567 or 0300 1239 123;

• Writing to them at Exchange Tower, London E14 9SR;

• Emailing complaint.info@financial-ombudsman.org.uk.

16.6. We will include a copy of the Financial Ombudsman Service’s leaflet in all resolution letters.