RED SANDS GROUP
Complaints
Red Sands Group - Complaints Procedure
Red Sands are committed to ensuring that our insurance products meet the needs and expectations of our policy holders. We distribute our products through authorised insurance intermediaries based in the United Kingdom and therefore if any of our products or intermediaries service levels fall below your expectations, you have the right to complain.
What is a compliant?
The Financial Conduct Authority defines a complaint as:
‘Any expression of dissatisfaction, whether oral or written, and whether justified or not, from or on behalf of an eligible complainant about the firm's provision of, or failure to provide, a financial service’.
How to complain
Step 1
You must contact the intermediary who sold you the policy as they have procedures in place to deal with your compliant efficiently. Most complaints can be resolved within three days, however, if this is not the case, and the compliant will take longer than three days to resolve, you will receive a communication from the intermediary acknowledging receipt of your compliant within five working days. The intermediary will then endeavour to resolve your compliant as soon as possible within eight weeks of the compliant date and you will be issued a Final Response letter which will outline how the intermediary intends to resolve your complaint or intends to proceed.
Step 2
If you are not satisfied with the outcome of your complaint you may take your complaint to the Financial Ombudsman Service (free of charge) but you must do so within six months from the date of your Final Response letter. If you don’t refer your complaint in time, the Ombudsman will only have our permission to consider your complaint in very limited circumstances, for example, if it believes the delay was as a result of exceptional circumstances.
Post:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Website:
financial-ombudsman.org.uk/consumers/how-to-complain
Email:
complaint.info@financial-ombudsman.org.uk
Telephone:
0800 023 4567 (Mon - Fri: 08:00 - 20:00, Sat: 09:00 - 13:00, Sun: Closed)
You can also find more information at www.financial-ombudsman.org.uk ‘Your Complaint and the Ombudsman’.
Step 3
In the unlikely event that the intermediary has not followed the above procedure, you may contact us directly as follows:
Post:
The Complaints Manager
Red Sands Insurance Group
Level 3 Ocean Village Business Centre
23 Ocean Village Promenade
Gibraltar
Email:
compliants@redsands.gi
Other professional bodies
Red Sands is a member and supporter of the following bodies:
Gibraltar
- Gibraltar Insurance Association
- Gibraltar Insurance Institute
- Gibraltar Association of Compliance Officers