COMPLAINTS PROCEDURE – EEA
Complaints
If you are a policyholder and wish to make a complaint about the service you have received, we will investigate your concerns and attempt to resolve the matter to your satisfaction as quickly as possible.
How To Contact Us
You can submit your complaint using any of the following methods:
By post: 68 King William St, London EC4N 7HR
By Email: complaints@rmsinternational.com
By Telephone: +44 203 805 1951
To ensure we process your complaint efficiently, please include:
· Your name and contact details
· Policy or claim number (if appliable)
· A clear description of your complaint
· Any relevant supporting documentation
Handling Your Complaint
Once we receive your complaint, we will acknowledge receipt promptly and investigate your concerns thoroughly. We aim to handle complaints promptly and fairly and provide you with a response without unnecessary delay.
External Complaint Bodies
In the event that you remain dissatisfied you may wish to refer your complaint to the following independent bodies:
Insurance Ombudsman (Versicherungsombudsmann e.V.)
P.O Box 08 06 32
10006 Berlin, Germany Website: www.versicherungsombudsmann.de
Federal Financial Supervisory Authority (BaFin)
Grauheindorfer Straße 108
53117 Bonn, Germany
Website: www.bafin.de
Online Dispute Resolution
The European Commission provides a platform for online dispute resolution (ODR).
The platform is available for consumers. As our services are primarily directed at commercial customers, this platform may not be applicable in all cases.
Website: https://ec.europa.eu/consumers/odr