Consumer Complaints Procedure

In the unfortunate event, you are dissatisfied with the service RTR UK Ltd has provided in respect of its claims management activities, our complaints procedure is detailed below.

We reserve the right to decline to consider a complaint that is made more than six months after you became aware of the cause of the complaint. There may be instances where we will waive this requirement at our discretion. We will confirm to you in writing if a complaint has been made outside the time limit that we are prepared to consider.

What constitutes a complaint?

An expression of dissatisfaction in relation to any of the services RTR UK Ltd provides constitutes a complaint, whether this is oral or written.

RTR UK Ltd is committed to providing market-leading levels of customer service and takes any unhappiness of the services provided very seriously.

All complaints, regardless of their nature, will be acknowledged and dealt with in accordance with our complaints procedure.

How can a complaint be submitted?

If you have a complaint about any element of the RTR UK service you can contact us by letter, telephone or email at:

RTR UK Ltd

Dovecote House

Middlecliffe Lane

Little Houghton

Barnsley

S72 0HW

t. 0870 474 0148

e. complaints@rtruk.co.uk

RTR UK Ltd is registered at the above address

RTR UK Ltd is Regulated by the claims management regulator in respect of regulated claims management activities

Company Registration No 5174365 – CRM No 2737

Complaints Procedure

At RTR UK Ltd we endeavour to settle all complaints at the earliest opportunity; aiming for a speedy resolution.

All investigations will be conducted by a senior person who is not directly involved in the matter, who will follow our internal guidelines aiming to settle within the target timescales.

The process will be as follows:-

  •  We will send you a written or electronic acknowledgement of a complaint within five business days of receipt, identifying the person who will be handling the complaint. Wherever possible, that person will not have been directly involved in the matter which is the subject of the complaint, and will have authority to settle the complaint.
  • Within four weeks of receipt of the complaint we will either:

a) Send you a final response which adequately addresses the complaint, or;

b) A holding response which explains why we are not yet in a position to resolve the complaint and indicates when we will make further contact with you.

  • Within eight weeks of receiving the complaint we will send you either:

a) a final response which adequately addresses the complaint; or

b) a response which:

(i) explains why we are still not in a position to make a final response, giving reasons for the further delay and indicating when we expect to be able to provide a final response; and

(ii) informs you that you may refer the handling of the complaint to the Claims Management Regulator if you are dissatisfied with the delay.

Where we decide that redress is appropriate, we will provide you with fair compensation for any acts or omissions for which we are responsible and will comply with any offer of redress which you accept. Appropriate redress will not always involve financial redress.

If you are still not satisfied with our response to your complaint or it is not resolved within eight weeks you may wish to refer it to the Claims Management Regulator.

Claims Management Regulation Unit Monitoring and Compliance Office 57-60 High Street Burton on Trent Staffordshire DE14 1JS

Telephone: 0333 200 0110 (Lines are open Monday to Friday 9:00 – 17:00)

Email: consumer@claimsregulation.gov.uk

Website: www.justice.gov.uk/claims-regulation/information-for-consumers/how-to-complain

The Claims Management Regulator can:

a) use any information you provide to review your complaint;

b) ask us to apologise, re-do work for free or refund a fee if they find we have not complied with the regulatory rules.

The Claims Management Regulator cannot: a) pay compensation or order compensation to be paid to you if you have lost out or have received poor service; or b) take regulatory action if we have not broken any regulatory rules.

If your complaint is about a financial services product, it may be more appropriate to refer to the Financial Ombudsman Service who will provide guidance as to whether they can assist.

Financial Ombudsman Service

South Quay Plaza, 183 Marsh Wall, London E14 9SR

Tel.: 0300 123 9 123; web: http://www.financial-ombudsman.org.uk