How can I make a complaint?

Complaints may be made in writing, by e-mail, by telephone or any other form in respect of a claims management service that we have provided.

In writing to:
RGL Management Limited
29 Lincolns Inn Fields,
London
WC2A 3EE

For the attention of Alan Thomas – Director

By e-mail to:

info@rglmgt.com

By telephone to: Alan Thomas

07855 048939

What happens once you receive my complaint?

Step 1 – We will send you a written or electronic acknowledgement of a complaint within five business days of receipt, identifying the person who will be handling the complaint. Wherever possible, that person will not have been directly involved in the matter which is the subject of the complaint, and will have authority to settle the complaint.

Step 2 – Within four weeks of receiving a complaint, we will send you either:

  1. a) a final response which adequately addresses the complaint, together with informing you that you can complain to the Legal Ombudsman if you are unsatisfied with our final response, and which provides the full contact details for the Legal Ombudsman and timeframe for doing so,

or

  1. b) a holding response, which explains why we are not yet in a position to resolve the complaint, and which indicates when we will make further contact with you.

Step 3 – Within eight weeks of receiving a complaint we will send you either:

  1. a) a final response which adequately addresses the complaint, together with informing you that you can complain to the Legal Ombudsman if you are unsatisfied with our final response, and which provides the full contact details for the Legal Ombudsman and timeframe for doing so,

or

  1. b) a response which explains why we are still not in a position to make a final response, giving reasons for the further delay and indicating when we expect to be able to provide a final response; and which informs you that you may refer the handling of the complaint to the Legal Ombudsman if you are dissatisfied with the delay and provides the full contact details for the Legal Ombudsman and timeframe for doing so.

What happens if I am not happy with your final response?

In the event you remain unhappy with our final response or we do not provide a final response within 8 weeks of your initial complaint, you are entitled to refer your complaint to the Financial Ombudsman Service (FOS) at any time within 6 months of the date of any final response we provide.

The Financial Ombudsman Service will only act once all steps of our complaints handling procedures above have been followed.

Further details on the Financial Ombudsman Service are available on their website at www.financial-ombudsman.org.uk and within the enclosed FOS consumer leaflet.

If you would like to complain to the Financial Ombudsman Service you can do so by

Post:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Email: Complaint.info@financial-ombudsman.org.uk.

Telephone: 0800 023 4567 or 0300 123 9123.

The Financial Ombudsman Service advises that you do not send original documents as they scan any documents sent to them and destroy the originals.