Complaints procedure

Our commitment to customer service

At RSA we are committed to going the extra mile for our customers. If your customer believes that we have not delivered the service they expected, we want to hear from them so that we can try to put things right.

We take all complaints seriously and following the steps below will help us understand their concerns and give you a fair response.

We will:

• Investigate your customer's complaint quickly and thoroughly
• Keep them informed of progress
• Do everything possible to resolve their complaint fairly
• Ensure they are clear on how to escalate their complaint, if necessary

Step 1

If your customer's complaint relates to their policy then please advise them to contact the sales and service team in the office which issued the Policy or their Broker. If their complaint relates to a claim then please advise them to call the claims helpline number shown in their policy booklet.

We aim to resolve the complaint on an informal basis, within three business days. Where we have been able to, we will send your customer a letter confirming this. We’ll also explain how they may be able to refer the matter to the Financial Ombudsman Service if they subsequently decide that they are unhappy with the outcome

Step 2

In the unlikely event that we are unable to resolve the complaint via this process, our Customer Relations Team will carry out an independent review of your customer's complaint. Once our Customer Relations Team have reviewed their complaint they will send them a final decision in writing within 8 weeks of the date we received their complaint.

Our Customer Relations Team's contact details are as follows:

RSA Customer Relations Team
P O Box 255
NR18 8DP



If your customer is still not happy

If your customer is still unhappy after our Customer Relations Team’s review, or they have not received a written offer of resolution within 8 weeks of the date we received their complaint, they may be eligible to refer their case to the Financial Ombudsman Service. The Financial Ombudsman Service is an independent body that arbitrates on complaints. They can be contacted at:

Financial Ombudsman Service 
Exchange Tower 
E14 9SR

0800 023 4567 (free from mobile phones and land lines)
0300 123 9123 (costs no more than calls to 01 or 02 numbers)

Your customer has six months from the date of our final response to refer their complaints to the Financial Ombudsman Service. This does not affect their right to take legal action, however, the Financial Ombudsman Service will not adjudicate on any case where litigation has commenced.

Please see below the upcoming changes the FCA are introducing to the Financial Ombudsman Service Jurisdiction and what this means for you and your customer.