Private and Confidential

Mr T Cahill
Flat 10
Fulford Mansions, Fairmead Road
London
N19 4DE

Your
Ref:
Date:
03 September 2010
Email: Neil.Coombs@das.co.uk

Dear Mr Cahill
Complaint Reference: 16509-226
Complaint Investigator: Neil Coombs (Personal Contract Team Leader)
I am very sorry to hear that you are unhappy with our service and have made a complaint.
The matter has been forwarded to the Department Manager who has appointed the senior
member of staff, shown above, to deal with your complaint. If at any time you wish to
discuss how your complaint is progressing, please contact your Complaint Investigator,
quoting the Complaint Number shown above.
How we will resolve your complaint:
1. If your complaint is because you have been declined cover under the policy we will
review your file and confirm our decision within 5 working days of this letter.
2. If your complaint is about service or the handling of a claim, we will thoroughly
investigate the matter and confirm our decision in writing within 10 working days of this
letter, advising you of the outcome of our investigation and what we intend to do.
3. If your complaint relates to the legal advice you have received, the complaint
investigator named above will thoroughly investigate the matter and confirm our opinion
in writing within 10 working days of this letter. Their letter will detail the outcome of the
investigation and what we intend to do.
4. If you are unhappy with the outcome of the investigation, you may ask for your
complaint to be referred to the Customer Relations Department who will review your case
and respond to you by letter within 10 working days of the complaint being referred.
5. If you are not satisfied with their response, or the way that your complaint has been
handled, you may be able to take your complaint to the Insurance Division of the Financial
Ombudsman Service at: South Quay Plaza II, 183 Marsh Wall, London, E14 9SR.
At DAS we take complaints very seriously and are dedicated to resolving matters as
quickly as possible.
Yours sincerely

Neil Coombs F.Inst.L.Ex

Team Leader
Claims Department