Our aim is to ensure that all aspects of your insurance are dealt with promptly and fairly. At all times we are committed to providing you with the highest standard of service. If you have any questions or concerns about our service please contact:
R&Q Commercial Risk Services Limited
Somerset TA2 6AA
Direct Dial: +44 (0) 207 780 5974
We will endeavour to resolve your complaint within 3 days. If we cannot resolve the issue in this time, we will contact you within 5 days to acknowledge the complaint and advise what steps we are taking to complete investigations.
If your complaint relates to your insurance policy or a claim, you can refer the matter direct to the insurer who will then conduct a full investigation of your complaint and provide you with a written final response. Details of your insurer’s complaints procedure can be found in your policy wording.
If you remain dissatisfied and your policy is underwritten at Lloyd’s you can refer the matter to Lloyd’s:
One Lime Street
London EC3M 7HA
Telephone: +44 (0)20 7327 5693
Fax: +44 (0)20 7327 5225
Details of Lloyd’s complaints procedures are set out in a leaflet “Your Complaint – How We Can Help” available at www.lloyds.com/complaints and also available from the above address,
If you remain dissatisfied after Lloyd’s has considered your complaint or after 8 weeks, you may have the right to refer your complaint to the Financial Ombudsman Service.
Financial Ombudsman Service
London E14 9GE
Financial Ombudsman Consumer helpline: 0800 023 4567 – Calls to this number are now free on mobile phones and landlines. 0300 123 9123 – Calls to this number cost no more than calls to 01 and 02 numbers.
From abroad please call on +44 20 7964 0500.
Mon – Fri, 8am to 8pm
Saturday, 9am to 1pm
European Online Dispute Resolution Platform If you have purchased your policy online, you can also make a complaint via the EU’s online dispute resolution (ODR) platform. The website for the ODR platform is ec.europa.eu/odr.