Complaints

Whilst we make every effort to maintain the highest standards, we recognise that there may be occasions when we fail to satisfy the particular requirements of our customers. We therefore, have in place, procedures to investigate and remedy any areas of concern.

If you wish to register a complaint, in first instance you should contact your Account Director. Alternatively you can contact the complaints team direct at:

E-mail: UK.RMP.Complaints@rmpartners.co.uk

RMP Complaints
The Walbrook Building
25 Walbrook
London EC4N 8AW

Once we receive your complaint, we undertake to:

  • Try and resolve the complaint within 3 working days and write to you confirming if we have done so;
  • Acknowledge any formal complaints promptly;
  • Respond fully to your concern or complaint within four weeks or less.

If for any reason this is not possible, we will write to you to explain why we have been unable to conclude the matter quickly. If we have been unable to resolve your complaint in eight weeks, we will write to you explaining the reason as to  why this has not been possible.

If the complaint has not been resolved to your satisfaction, or if we have failed to issue our final response letter within  eight weeks, you may be entitled to refer the matter to the Financial Ombudsman Service.

More information on the Service can be found on its website: www.financial-ombudsman.org.uk

Financial Services Compensation Scheme (FSCS)

The providers of this insurance as defined in this Policy are covered by the Financial Services Compensation Scheme (FSCS). If they cannot meet their obligations you may be entitled to compensation under this scheme depending on the type of insurance and the circumstances of the Claim.

You are covered for 90 per cent of the Claim without any upper limit. However, for compulsory classes of insurance you are covered for 100 per cent of the Claim without any upper limit.

In the unlikely Event of us being unable to meet our liabilities, you may be entitled to compensation under the Financial Services Compensation Scheme.

Their contact details are: Financial Services Compensation Scheme, 10th Floor, Beaufort House, 15 St. Botolph Street,  London EC3A 7QU.

Tel: 0800 678 1100 or +44 (0)20 7741 4100