Our objective is to provide a high standard of service to you at all times. However we recognise that things can go wrong occasionally. When this occurs we are committed to resolving matters promptly and fairly.
Where your complaint relates to the service by your Insurers, then you should follow the Insurers complaints procedure as detailed in the policy booklet.
If your complaint is with our service, to help us put matters right you should contact the following:
Complaints Manager, Ryan's, Crane Hall, 304 London Road, Ipswich IP2 0AL.
Tel 01473 343390.
This can be done in person, by letter, telephone or email. You should set out the full details of the complaint including any reference number. We will endeavour to resolve your problem within 24 hours of receiving your complaint.
If this is not possible, we will acknowledge your complaint in writing within five business days, telling you who is dealing with your complaint and when you can expect a response. We will endeavour to provide a full response within 20 business days. If this is not possible we will explain why we need more time and let you know when you can expect a full response.
Finally, after we have indicated in writing that our internal complaints procedure has been exhausted, if we have not resolved the matter to your satisfaction, if eligible you should then contact
The Financial Ombudsman Service (FOS), Exchange Tower, Harbour Exchange Square, London, E14 9SR (Tel: 0845 080 1800) or visit their website www.financial-ombudsman.org.uk.
If you are still not satisfied, you may be entitled to refer the matter to the Financial Ombudsman Service (except in the case of a business: (1) employing 10 persons or more and with a turnover or annual balance sheet total exceeding €2m, or (2) with an annual turnover of 6.5m or more, and 50 employees or more or with an annual balance sheet total of £5m or more; a charity with an annual income of £6.5m or more; or trustees of a trust with a net asset value of £5m or more).