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 complaint?
The Financial Conduct Authority defines a complaint as:
‘any oral or written expression of dissatisfaction, whether justified or not, from, or on behalf of, a person about the provision of, or failure to provide, a financial service, which alleges that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience.’
How to complain
Step 1
You can contact the intermediary who sold you the policy, as they have procedures in place to deal with your complaint efficiently. You can also contact us directly at any time (see Step 3). Most complaints can be resolved within three working days. If your complaint will take longer, you will receive an acknowledgement, normally within five working days. The intermediary will aim to resolve your complaint as soon as possible and, within eight weeks of receiving it, will send you a Final Response letter explaining the outcome, or a letter explaining why they need more time and when they expect to respond.
Step 2
If you are not satisfied with the outcome of your complaint, or you have not received a final response within eight weeks, you have the right to refer your complaint to the Financial Ombudsman Service, free of charge. You must do so within six months of the date of your Final Response letter. If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that 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 - 17:00)
You can also find more information in the Financial Ombudsman Service’s leaflet ‘Want to take your complaint further?’, available at www.financial-ombudsman.org.uk
Step 3
You can contact us directly at any time, including if you are unhappy with how the intermediary has handled your complaint:
Post:
The Complaints Manager
Red Sands Insurance Group
Level 3 Ocean Village Business Centre
23 Ocean Village Promenade
Gibraltar
Email:
complaints@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