Renovation Underwriting Services Ltd is committed to providing the highest levels of service at all times. However, in the event you have cause to complain we will do everything possible to ensure this is dealt with quickly and fairly.

How to complain:

 Please contact us at your earliest convenience with the following information:

• Your policy number and / or claim reference number (if you have one). This will help us to find your details easily and where possible understand how best to rectify the situation.
• Details of what went wrong. Please give us as much detail as possible. Where necessary please include the dates of your interactions with us and key events which are relevant to your complaint.
• How can we contact you? Please include contact details and a preferred method of contact (e.g. phone or email).

You can contact us in one of the following ways:

Telephone:  01480 478 798
Email:  matthew.dover@renovationunderwriting.com
Post:  Howard House, 17 Church Street, St Neots, Cambs, PE19 2BU

We will try to resolve your complaint straight away. If this is not possible we will write to you within eight weeks of receipt of your complaint to provide you with our final response detailing the outcome of our investigation and our decision, or provide you with a letter confirming when we anticipate to have concluded our investigation.

Lloyd’s policy holders

If your insurance is provided by Underwriters at Lloyd’s, we will endeavour to provide you with a response to your complaint within four weeks of receipt. If you remain unhappy with our response you may be entitled to refer the matter to the complaints team at Lloyd’s. Lloyd’s will investigate the matter and provide a final response. Full details of Lloyd’s complaints procedures are available at www.lloyds.com/complaints.

The Financial Ombudsman Service (FOS)

 If you are unhappy with our decision (or one provided by Lloyd’s where applicable), or if we do not complete our investigation within 8 weeks, you may be entitled to refer your complaint to the Financial Ombudsman Service. The FOS is an independent service for settling disputes between businesses providing financial services and their customers. This service is free to customers.

Please note that if you wish to refer your complaint to the FOS this must be done within 6 months of our final response letter.

The FOS contact details are:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR.

Helplines:  0800 023 4567 or 0300 123 9123

Website: www.financial-ombudsman.org.uk