Complaints Handling

The DUPI Group is committed to providing quality and professional service. If, however, you feel we have not met your expectations we intend to handle and resolve your complaints in line with the high levels of service we aim to give all of our clients as well as consistent with regulatory requirements regarding dispute resolution. It is our policy to ensure that all valid complaints are settled fairly and promptly.

In the event that you want to make a complaint, you may lodge it face to face, by telephone, by letter or e-mail. However, we would ask that, in the first instance, you address your complaint to your Account handler, Claims handler or the DUPI Compliance Officer at:

DUPI Group B.V.
Blaak 16
3011 TA Rotterdam
The Netherlands
Tel: +31 10 790 15 55
[email protected]

DUPI Group will comply with the local Dutch rules and regulations as well as Lloyd’s requirements for handling complaints in the Netherlands. In addition, DUPI Group will handle any international complaint from Lloyd’s Policyholders in agreement with the Lloyd’s international Complaints Procedure (March 2018). A copy of DUPI’s complaints handling protocol will be sent upon first request, free of charge. In the unlikely event your complaint is not handled by DUPI GROUP to your satisfaction, you may be entitled to refer your complaint to the KiFiD or the FOS. You must do so within resp. 3 and 6 months of receiving our final response.

• KiFiD (Klachteninstituut Financiële Dienstverlening) at  www.kifid.nl

Koningin Julianaplein 10
2595 AA ‘s-Gravenhage, The Netherlands
+31 70 333 8999

• FOS (Financial Ombudsman Service) at www.financial-ombudsman.org.uk

Exchange Tower
London E14 9SR, U.K.
+44 800 023 4567

In handling your complaint DUPI processes any personal information submitted in accordance with any obligations issuing from applicable laws and legislation, including, but not limited to, the General Data Protection Regulation (“GDPR”; Algemene Verordening Gegevensbescherming or “AVG” in Dutch usance).