OUR COMMITMENT TO SERVICE

Carrick Neill aims to give customers a high standard of service at all times. If you are unhappy with the service provided for any reason or have cause for complaint you should initially contact the Branch manager at Carrick Neill.

Carrick Neill
49 Manor Place
Edinburgh
EH3 7EG
Tel: 0131 225 7777  

If you believe that Carrick Neill or RSA have not delivered the service you expected or you are concerned about any aspect of the service we have provided, then please let us know.

If you are unsure how to contact Carrick Neill, please contact RSA Customer Relations Team, details of which follow.

We promise to:

• Fully investigate your complaint
• Keep you informed of progress
• Do everything possible to resolve your complaint
• Learn from our mistakes
• Use the information from your complaint to proactively improve our service in the future.

We aim to resolve your concerns within 24 hours. Experience tells us that most difficulties can be sorted within this time.

In the unlikely event that your concerns have not been resolved within this time, we will issue a letter acknowledging your complaint, letting you know the reasons why and we will continue to keep you well informed of the further actions we will be taking to reach a suitable conclusion.

If you continue to be unhappy with our proposed course of action, you can progress your complaint with RSA Customer Relations Team who will conduct a separate investigation and full review. This will be concluded by RSA issuing a final response letter.

HOW TO CONTACT US

CUSTOMER RELATIONS CAN BE CONTACTED BY:
Post: RSA, Consumer Relations, Bowling Mill, Dean Clough, Halifax HX3 5WA
Email: crt.halifax@uk.rsagroup.com

IF YOU ARE STILL NOT HAPPY
If you are still not satisfied after the review, or you have not received a written offer of resolution within 8 weeks of the date we received your complaint, Royal & Sun Alliance Insurance plc is regulated by the Financial Services Authority whose arbitration service is the Financial Ombudsman Service and you can refer
your complaint to them.

They can be contacted at:

Financial Ombudsman Service
South Quay Plaza, 183 Marsh Wall, London E14 9SR,
Telephone: 0800 0234567 (Landlines) 0300 1239123 (Mobile)
Email: complaint.info@financial-ombudsman.org.uk
Website: www.fi nancial-ombudsman.org.uk

You must approach the Financial Ombudsman Service within 6 months of our final response to your complaint. We will remind you of the time limits in our final response. Your right as a consumer to take legal action remains unaffected by the existence or use of any complaints procedures referred to above. However, the Financial Ombudsman Service will not adjudicate on any cases where litigation has commenced.

THANK YOU FOR YOUR FEEDBACK

We value your feedback and at the heart of our brand we remain dedicated to treating our consumers as individuals and giving them the best possible service at all times. If we have fallen short of this promise, we apologise and aim to do everything possible to put things right.