At Right Choice Insurance Brokers (RCIB) we are passionate about providing excellent customer service, across all our brands. However, we understand that on occasions things may go wrong. Should there ever be a time we have failed to meet your expectations, we are keen to hear from you. We promise to do everything we can to put things right and ensure your complaint is dealt with quickly and fairly. We will record and analyse your comments to make sure we continue to improve the service we offer.
How to make a complaint
To make it easy for you, you can complain in any way you wish. Whichever way, a fully trained complaints handler will be here to help, and they can be contacted using the below:
Customer Experience Team
RCIB
St James House
27-43 Eastern Road
Romford
RM1 3NH
Telephone: 01708 985579
E-mail: complaints@bennettscarinsurance.co.uk
If your complaint is about your insurer or any other business linked to Right Choice Insurance Brokers, we will advise you how to contact them and assist where necessary.
How will we deal with your complaint?
We will promptly issue a written acknowledgement of your complaint, so that you know this has been received and is being investigated.
We aim to resolve all complaints within three business days. If this isn’t possible, for example your complaint is more complex or we need to liaise with other companies, we will try and respond to you as soon as possible.
We will endeavour to keep you reasonably informed about the progress of the complaint, and in the unlikely event your concerns haven’t been resolved within four weeks, we will write to you to explain what further action we intend to take / what enquiries are ongoing.
Within eight weeks, we will either issue you with a final response, detailing the outcome of our investigation and our decision, or correspondence confirming when we anticipate being able and conclude our investigation.
If you are not satisfied by our initial response, you can ask us to reconsider your complaint again. We are happy to do so and would welcome any additional information you believe may be relevant to our review.
If you remain unhappy with our decision or if we don’t complete our investigation within eight weeks, you may refer your complaint to the Financial Ombudsman Service. If you want the Financial Ombudsman Service to investigate your complaint you must refer it to them within 6 months of the date of our final response to you. We will provide whatever assistance we can and abide with their final decision.
You can contact them at:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone 0800 023 4567 or 0300 123 9112
E-mail: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk
Your rights as a customer to take legal action remain unaffected by the existence or use of our complaint’s procedure. However, the Financial Ombudsman Service will not review any cases where litigation has commenced.