How to make a complaint

At RBS Finsure we do everything we can to make sure our customers receive the best possible service. If our service fails to live up to the high standards you expect, we will do our utmost to resolve your query as quickly and fairly as possible. If you're not happy with our service, we'd like to hear about it in order that we can take action to put things right.

In the first instance, please outline your complaint in writing or by telephone to the manager of the RBS Finsure department that has caused your dissatisfaction. They should be able to resolve your complaint. If however this is not the case, you have other options. We aim to resolve all complaints we receive within 10 days. If it is not possible to do so, we will write to you within that timeframe and advise you of when you can expect your complaint to be resolved.

If you are not satisfied with the response, you can ask for your complaint to be reviewed at senior management level. An independent member of staff will review the complaint fully and provide a response within two weeks. If this is likely to take longer, they will keep you fully informed of their progress. You can do so by writing to:

Trevor Brittain
Managing Director
RBS Finsure
Crown House
145 City Road
London
EC1V 1LP

If we can’t reach agreement with you we will send you a ‘final response’ letter. This letter will clearly set out our position in relation to your complaint. You will also receive a leaflet explaining your referral rights to the Financial Ombudsman Service.

The Financial Ombudsman Service

Our aim is to resolve all complaints internally. However, if you are not satisfied with our suggested resolution, or if eight weeks have passed since you first brought your complaint to our attention, you have the right to refer your complaint to the Financial Ombudsman Service.

If you want the Financial Ombudsman Service to look into your complaint, you must contact them within six months of the date of any final response letter we have issued.

You can write to the Financial Ombudsman Service at:

South Quay Plaza
183 Marsh Wall
London
E14 9SR

Alternatively you can phone on 0845 080 1800. Further helpful information can be obtained from visiting the Financial Ombudsman website on www.financial-ombudsman.org.uk.

The Financial Ombudsman Service offers a free independent service and they can help with most insurance related complaints. However, there are some limitations on what the Financial Ombudsman Service can look into, and further information about this can be obtained from them directly.

We are committed to resolving your complaint fairly and quickly. In most cases this can be done if you contact us as soon as possible. We will try to resolve your complaint by listening to your concerns and agreeing a solution with you.