A Guide to Our Complaints Procedure
We're focused on providing you with the highest possible level of service at all times, however, we realise that once in a while things don't go to plan. When this happens, our goal is to resolve matters quickly and to your satisfaction. That's why we have specially trained employees to discuss, investigate and resolve any complaints that might arise.
Complaints concerning the service we have provided
If you have a concern about the service we have given you (including information or documents we have issued you with) please write to us at the address below, letting us know what the problem is and how we can put it right for you.
Customer Satisfaction Manager,
Deansleigh House,
Deansleigh Road,
Bournemouth,
Dorset,
BH7 7DU.
If you would prefer to talk to us, please get in contact by calling 0845 045 0059 between 8am and 5pm, Monday to Friday or use the contact us form.
If you are still not happy after referring your complaint to our complaints department, you should contact the Financial Ombudsman Service.
Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
Docklands
London E14 9SR
Complaints concerning the service provided by your insurer
If you would like to complain about the service provided by your insurer (including complaints about the claims service or the amount offered in settlement of a claim), please follow the complaints procedure outlined below.
Contacts for Complaints
Home Insurance
Canopius and Amlin UK Ltd
Please contact the RIAS customer satisfaction team on 0845 045 0059. Our lines are open between 8am and 5pm, Monday to Friday. If you remain dissatisfied with the final response you receive from us, please write within six months to:
Policyholder & Market Assistance
Lloyd’s Marketing Services
G6/86 Lime Street
London EC3M 7HA
Alternatively, call 020 7327 5693 or e-mail complaints@lloyds.com
If you remain dissatisfied after referring your complaint to the Lloyd’s Complaints Department, you should contact the Financial Ombudsman Service:
Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
Docklands
London E14 9SR
Alternatively, call 0845 080 1800 or e-mail complaint.info@financial-ombudsman.org.uk
Ageas, Axa or Legal & General
Please contact your insurer. Their contact details can be found on your policy schedule or on the front, inside page of your home insurance policy booklet.
If you remain dissatisfied with the final response you receive from your insurer, please write within six months to the Financial Ombudsman Service at the address shown above.
Home Protection Cover
Please contact:
Claims Relationship Manager
Property Team
Inter Partner Assistance SA
The Quadrangle
106-118 Station Road
Redhill, Surrey RH1 1PR
or telephone 01737 852584
If you are not satisfied with the final decision from RIAS, or your insurer, please write to:
Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
Docklands, London, E14 9SR
Alternatively, call 0845 080 1800 or email complaint.info@financial-ombudsman.org.uk
Home Emergency
Please contact:
Principal Marketing Insurance Services
Customer Relations Department
Cable Drive
Walsall
West Midlands WS2 7BN
If you are not satisfied with the final decision from RIAS, or from your insurer, please write to:
Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London E14 9SR
Alternatively, call 0845 080 1800 or email complaint.info@financial-ombudsman.org.uk
Personal Legal Protection (Home)
FamilyPlus will always try to provide you with quality service. If you think they have let you down, please write to:
FamilyPlus
Kircam House
5 Whiffler Road
Norwich NR3 2AG
If you are not satisfied with the final decision from FamilyPlus please write to:
Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London E14 9SR
Alternatively, call 0845 080 1800 or email complaint.info@financial-ombudsman.org.uk
Broken Bones Cash Plan
Ace European Group will always try to provide you with quality service. If you think they have let you down, please write to:
Customer Service Manager
ACE European Group Limited
200 Broomielaw
Glasgow
G1 4RU
Alternatively, you can call: 0845 841 0058 Or email: a&hcustserv.complaints@acegroup.com
If your complaint cannot be resolved or if you are not satisfied with the final decision from RIAS or your insurer, you can write to:
Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR
Alternatively, call 0845 080 1800 or email
complaint.info@financial-ombudsman.org.uk
Car Insurance – Ageas
You can either call your claims handler (whose name and phone number will be located on any letter you have received from your insurer), or write to:
Customer Services
Ageas Insurance Limited
Ageas House
Tollgate, Eastleigh
Hampshire SO53 3YA
Alternatively, please email Ageas via their website at www.ageas.co.uk, remembering to include your policy and claim numbers in any correspondence.
If you remain dissatisfied after referring your complaint to the Ageas Complaints Department, you should contact the Financial Ombudsman Service:
Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
Docklands
London E14 9SR
Alternatively, call 0845 080 1800 or e-mail complaint.info@financial-ombudsman.org.uk
Sabre
You can call Sabre on 0870 240 5440, or write to:
Sabre Insurance Company Ltd
Sabre House
150 South St
Dorking
Surrey RH4 2YY
If you are still not satisfied, please write to the Chief Executive at the same address.
If you remain dissatisfied with the final response you receive from Sabre, please write to:
Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London E14 9SR
Alternatively, call 0845 080 1800 or email complaint.info@financial-ombudsman.org.uk
ABC
Step 1
You can call ABC on 0845 605 1227 or write to:
Customer Care, ABC Insurance, 69 Park Lane, Croydon, CR9 1BG
Or email customercare@abcinsurance.co.uk
Step 2 - Escalation process:
If you are not satisfied with the way a complaint has been dealt with, you can call us on 0845 640 5500 ot write to the Managing Director of Liverpool Insurance Company Limited, County Gates, Bournemouth, BH1 2NF
MotorPlus – Legal Expenses Cover
MotorPlus will always try to provide you with quality service. If you think they have let you down, please write to:
The Chief Executive
PO Box 141,
Norwich
NR3 2JJ
If you are still not satisfied, please write to:
The Claims Manager
Head of Claims,
UK Underwriting Limited,
2 Gibraltar House,
Bowcliffe Road,
Leeds
LS10 1HB
Alternatively, call 01455 850000.
If you remain dissatisfied with the final response you receive from your insurer, please write to:
Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London E14 9SR
Alternatively, call 0845 080 1800 or email complaint.info@financial-ombudsman.org.uk
Travel Insurance – Europ Assistance
Please note: on behalf of RIAS, the Europ Assistance Quality Department will handle all RIAS travel insurance complaints.
If you would like to make a complaint, please contact:
Quality Department,
Europ Assistance Holdings Limited,
Sussex House,
Perrymount Road,
Haywards Heath,
West Sussex RH16 1DN
Alternatively, please call 0844 338 5799 or e-mail quality@europ-assistance.co.uk
If you remain dissatisfied with the response you receive from Europ Assistance you should write to:
Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London E14 9SR
Alternatively, call 0845 080 1800 or email complaint.info@financial-ombudsman.org.uk
RIAS Over 50s Life Plan
The RIAS Over 50s Life Plan is underwritten by Ageas Protect Limited.
Ageas Protect will always try to give you a quality service. If you think they have let you down, please write to:
Customer Care Team
PO Box 206
Abbey View
4 Penfold Drive
Wymondham
NR18 8AJ.
Alternatively, you can call 0845 600 6830 between 9am and 5pm Monday to Friday or email RIAS@ageasprotect.co.uk
If you remain dissatisfied with the final response you receive from Ageas Protect Limited, please write within six months to the Financial Ombudsman Service:
Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
Docklands
London
E14 9SR
Alternatively, call 0845 080 1800 or email complain.info@financial-ombudsman.org.uk
Caravan Insurance – K. Drewe Insurance Brokers Ltd.
If you have any questions or concerns about your policy or the handling of a claim, you should first contact:
K. Drewe Insurance Brokers Ltd,
The Post House,
14 Load Street,
Bewdley,
Worcestershire DY12 2AE
Alternatively, call 0845 33 03 012 or email mail@kdib.co.uk
If you remain dissatisfied with the final response you receive from K. Drewe Insurance Brokers Ltd. please write within six months to:
Policyholder & Market Assistance
Lloyd’s Marketing Services
G6/86 Lime Street
London EC3M 7HA
Alternatively, call 020 7327 5693 or e-mail complaints@lloyds.com
If you remain dissatisfied after having referred your complaint to the K. Drewe Insurance Brokers Ltd. Complaints Department, then you may refer your complaint to the Financial Ombudsman Service:
Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
Docklands
London E14 9SR
Alternatively, call 0845 080 1800 or e-mail complaint.info@financial-ombudsman.org.uk
Car Breakdown Insurance – Europ Assistance
Europ Assistance aim to provide you with the very best level of service at all times. However, if you should have any need to complain regarding
your treatment, please write to:
Quality Department,
Europ Assistance Holdings Limited,
Sussex House,
Perrymount Road,
Haywards Heath,
West Sussex RH16 1DN
Alternatively, call: 0844 338 5799 or e-mail quality@europ-assistance.co.uk
If you are not satisfied with the final decision from Europ Assistance, please write to:
Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London E14 9SR
Alternatively, call 0845 080 1800 or email complaint.info@financial-ombudsman.org.uk
Pet Insurance – AmTrust International Underwriters Ltd.
If you have cause for complaint, please first contact the Customer Services Department on 0870 241 3479. Alternatively, you can write to:
The Quality Manager
RIAS
The Connect Centre
Kingston Crescent
Portsmouth
Hants PO2 8QL
If you remain dissatisfied with the final response you receive. please write to:
The Claims Manager
AmTrust International Underwriters Limited
PO Box 10534
Dublin 2,
Ireland
If you remain dissatisfied after having referred your complaint to the AmTrust International Underwriters Ltd., then you may refer your complaint to the Financial Ombudsman Service:
Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR
Alternatively, call 0845 080 1800 or email complaint.info@financial-ombudsman.org.uk
Funeral Planning – Dignity
In the first instance, please contact:
Client Liaison Officer
Spencer House
62a The Parade
Sutton Coldfield
West Midlands B72 1GT
If you would prefer to telephone, please call 0800 731 0655
If you are dissatisfied with the response you receive, you can take the matter further. Dignity Pre Arrangement is registered with the Funeral Planning Authority (FPA), an independent organisation whose Code of Practice we follow.
You can write to the FPA at:
Funeral Planning Authority Limited
Knellstone House
Udimore
Rye
East Sussex TN31 6AR
Financial Services Compensation Service (FSCS)
RIAS and your insurer are covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme in the unlikely event we cannot meet our obligations to you. This depends on the type of insurance and circumstances of the claim. Further information about the compensation scheme arrangements is available from the FSCS (www.fscs.org.uk) or by writing to the FSCS at 7th Floor, Lloyd's Chambers, Portsoken Street, London, E1 8BN