Decus | Complaints

At Decus Insurance Brokers we endeavour to provide our clients with the highest level of service. However if you do have a complaint about any aspect of our service please contact us.

In the first instance please contact our Compliance officer with the details of your complaint; Tracey Titley via email at ttitley@decusbrokers.com or by telephone on +44 (0) 203 006 6639

In line with our complaints procedures we will:

Within 5 working days we will send written acknowledgement

Within 4 weeks we will aim to send a final response or at the least an interim response on the current position

Within 8 weeks of receiving the complaint, we will send the complainant either a final response or an explanation as to why the complaint remains unresolved and indicates when we expects to be able to provide a final response
We will endeavour to act fairly and in a timely manner when dealing with all complaints, however should if we cannot resolve your complaint or you are dissatisfied it can be referred to the Financial Ombudsman Service.

As Decus Insurance Brokers is a Broker and Coverholder at Lloyd’s, complaints can also be received from the Lloyd’s of London Complaints department, where we must follow the Lloyd’s of London complaints procedures. These can be found here.

Contact us

For further information, please call us on 0203 006 6630 or send us an email with your enquiry.

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