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How to make a complaint

Cactus Cover are committed to providing you with the best service at all times therefore, should you wish to make a complaint we will try our best to complete the process as quickly as possible.

The majority of complaints can be resolved quickly and satisfactorily by the department you are dealing with.  It may be that we can resolve your complaint over the telephone and you can contact the relevant department on 0207 256 3100.

Should you feel that we have been unable to offer you a resolution 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 complaint may require further investigation. If so, we will send you a written acknowledgement within 2 working days stating:

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

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

The response will either:

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

If you are not satisfied with our response, or have not heard from us within two weeks, you are 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 complaint and provide you with a written final response.

If you are still not satisfied, you may be eligible to refer your complaint to the Insurance Division of the Financial Ombudsman Service at:

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

You 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 you a high quality service. If you feel DAS have let you down, please 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 you 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 you are still not satisfied, and are a small business, you can again contact the Insurance Division of the Financial Ombudsman Service. Details of which are above.

Your complaint may be more suitably handled by a comparable complaints scheme, the Legal Ombudsman Service. You 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.

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