The enclosed complaints procedure forms part of the Real Insurance Group (and its trading styles)) Terms and Conditions Policy which is available upon request via the contact points detailed below.
While we will always endeavour to provide you with a high level of customer service if you feel dissatisfied with the service you have received you should, in the first instance, contact the office you usually deal with to register your complaint..
Or, alternatively you may refer the matter to Lucy Dabell –
Post: Real Insurance Group Ltd, Millennium House, Sovereign Way,, Mansfield, Nottinghamshire. NG18 4LQ
Tel: 0845 241 8550
We need you to help us by summarising the problem, policies affected and the resolution you expect. Please ensure whenever possible that you quote your customer reference number together with the identity of our member of staff and office address.
We will endeavour to rectify the problem immediately but if we are unable to do so your complaint will be dealt with in accordance with our formal Complaints Procedure, a copy of which will be provided to you. If you remain dissatisfied you may be an eligible complainant within the rules of the Financial Ombudsman Service (FFOS). Their jurisdiction broadly covers those that employ less than 10 persons and whose turnover or annual balance sheet is less than 2 million Euros, and charities or trusts whose turnover or ne t assets respectively are less than £11m. Should you remain dissatisfied with our final decision or more than 8 weeks have passed since receipt of your complaint then if you wish, you may contact the FOS, details of which can be found at www.financialombuds man.org.uk. Full details will be supplied in our full Complaints Procedure, which is available by request from Lucy Dabell via any of the above contact points.
29.1. We are covered by the Financial Services Compensation Scheme (FFSCS) and you may be entitled to compensation from the FSCS if we cannot meet our obligations. Full details and further information on the scheme are available at
Document Number: RI/WF/004 Dated: 5TH February 2016 Revision: 2