Making a Complaint
It is our intention to provide you with the highest level of customer service at all times, however if you should feel dissatisfied with your insurance cover in any way, or with the level of service we have provided, and wish to register a complaint, please contact us in writing to DB Alison and Partners Insurance Services, 33 Buccleuch Street , Dumfries, DG1 2AB or by telephone 01387 261248. If we cannot settle your complaint with us, you may be entitled to refer it to the financial ombudsman service. We will advise you if you are able to refer any complaint to the financial ombudsman service.
If we cannot resolve your complaint straight away due to a need conduct a more in-depth investigation , then we may need a little more time. We will always aim to respond within 4 weeks and to give a “final response” within 8 weeks but if this is not possible for any reason, then we will discuss this with you and give you an explanation of why and an indication of how much longer our investigation is likely to take.
