Complaints Procedure
We aim 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, Carrick Neill & Co or the manager of Royal & Sun Alliance Insurance plc at the address shown on your quotation or schedule, as appropriate. They will tell you what they will do to resolve your concerns and how long it will take.
In the unlikely event that you remain dissatisfied and wish to make a complaint please contact the Customer Relations Officer at Royal & Sun Alliance, Bowling Mill, Dean Clough Industrial Park, Halifax, HX3 5WA.
If the Customer Relations Officer cannot resolve the matter to your satisfaction, Royal & Sun Alliance will provide their final response so that you can, if you wish, refer the matter to the Financial Ombudsman Service at Insurance Division, The Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London, E14 9SR. If you make a complaint, your right to legal action against us is not affected.
Compensation
Royal & Sun Alliance Insurance plc is a member of the Financial Services Compensation Scheme. This provides compensation in case any of its members go out of business or into liquidation and are unable to meet any valid claims under its policies. The first £2,000 of a claim is protected in full. Above this threshold, 90% of the remainder of the claim will be met. Further information can be obtained from us or the Financial Services Compensation Scheme (FSCS).
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