Complaints

DPAS and ACE take their responsibility for treating customers fairly very seriously and as such will endeavour to meet your expectations of high quality service at all times. As a company authorised and regulated by the Financial Services Authority (FSA) we are fully committed to the principles of Treating Customers Fairly (TCF).

If you are dissatisfied with the service provided in relation to the supplementary insurance, or if you feel an incorrect decision has been made, please contact the Insurance team at DPAS.

Our Complaints Handling Process can be viewed here.

If you are still not satisfied, please contact the Accident & Health Customer Service Manager at ACE, providing your name, address and Policy details. ACE is a member of the Financial Ombudsman Service, so if your complaint still remains unresolved, you are entitled to approach the Financial Ombudsman for assistance. A leaflet explaining its procedure is available from ACE on request. These complaint procedures do not affect your legal rights.