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RJP Marine - Personal Watercraft Insurance
The No.1 Watercraft Insurance Scheme in the UK
Best Cover - Best Service - Best Price
The No.1 Watercraft Insurance Scheme in the UK
Best Cover - Best Service - Best Price
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CUSTOMER COMPLAINTS PROCEDURE
At the heart of RJP Marine is our Consumer Charter, which we strive to achieve at all times to ensure that our customers are always treated fairly. You may view this Charter from the home page on our website. Where you feel we have failed to meet this Charter, then we would ask you to discuss this with our Marine Manager, so that we can put things right immediately. On the rare occasion that you may find we have not met this Charter to your satisfaction you may find it necessary to submit a formal complaint to us using our formal Complaints Procedure below. WHAT IS A COMPLAINT? We hope that we always provide you with a high level service, however, if we do not then we would ask you to please let us know. We define a complaint as: Any expression of dissatisfaction from or on behalf of a customer, whether oral or written, and whether justified or not. WHAT IS OUR COMPLAINTS PROCEDURE? All complaints whether they are oral or written will be recorded in a Complaints Log. If your complaint is not resolved immediately, this will be passed to the Training and Compliance Officer for handling. If the complaint made is about the Training and Compliance Officer, this will be handled by a Partner, or other staff member. It is the firm’s policy to treat all complaints, whether regulated or not, according to this Complaints Procedure Any unresolved complaint will be acknowledged within five business days, with a copy of the Complaints Procedure. We will then advise you of the outcome of our investigations within four weeks. If we are unable to resolve your claim, we will advise you of the current position, and will attempt to resolve it by the end of a further period of four weeks. If we are unable to settle your complaint at this time, we will advise you of how you may proceed with your complaint further. INVESTIGATION The Training & Compliance Officer will investigate all complaints and may, where considered necessary, consult the adviser/member of staff whose possible actions or possible omissions gave rise to the complaint. The investigation will include a review of your file, and may where necessary involve contact with third parties such as product providers to obtain information or we may also contact you for further information. Immediately on completion of the investigation the Training & Compliance Officer will write to you notifying you of the outcome, the nature and terms of any settlement, and will advise that if you are not satisfied with the outcome that you may refer the matter to the Financial Ombudsman Service. If your complaint is upheld, details of any compensation which may be offered will be fair, and the basis of calculation will be explained to you. If the investigation is not concluded within four weeks, we will write to you informing him that the investigation is continuing and the reasons for the delay and when we expect to be able to contact you again. If the investigation is not concluded within eight weeks, the Training & Compliance Officer will write to you informing you of the reasons for the further delay. If you are not satisfied with progress you may refer the complaint to the Financial Ombudsman Service. You must do this within the next six months or you may lose the right. FINANCIAL OMBUDSMAN SERVICE (FOS) You may contact the FOS at:- Financial Ombudsman Service South Quay Plaza 183 Marsh Wall LONDON E14 9SR TEL: 0845 080 1800 Website www.financial-ombudsman.org.uk A leaflet about the Ombudsman’s arrangements will be forwarded to you with our letter after the eight week period. CLOSING THE COMPLAINT When we receive confirmation from you that you are satisfied with the findings of the investigation and any resolution, the complaint will be considered closed by the Training & Compliance Officer. Where no confirmation has been received from you, the complainant, within eight weeks of our most recent letter, the complaint may also be considered closed. |