• Eagle 1
  • Eagle 2
  • Polar Bear 1
  • Polar Bear 2
  • Penguin 1
  • Penguin 2
  • Elephant 1
  • Elephant 2
  • Dolphin 1
  • Dolphin 2
  • Butterfly 1
  • Butterfly 2

Complaints Handling

Contact us

RFIB is committed to providing you with the highest level of customer service. As part of this commitment, we operate a complaints procedure which meets the criteria set by the FCA, the UK regulator for insurance intermediaries.

If you wish to register a complaint at any time during the insurance process, please contact us, either via your usual RFIB contact, or alternatively, using any of the contact details indicated below:

  • In writing: Risk & Compliance Director, RFIB Group Limited, 20 Gracechurch Street, London EC3V 0AF
  • Via email: compliance@rfib.com
  • By telephone: 0207 621 1263

Upon receipt of a complaint (or upon your specific request), we will provide you with a copy of our complaint handling procedures. We will endeavour to investigate and resolve your complaint promptly and fairly in accordance with our procedures, which may be found on our website www.rfib.com

If we are unable to resolve your complaint

If we are unable to resolve your complaint and you are one of the following:-

  • a consumer,
  • a micro-enterprise (an enterprise which employs fewer than 10 persons and has a turnover or annual balance sheet that does not exceed EUR 2 million),
  • a charity with an annual income of less than GBP 1 million,
  • a trustee of a trust which has a net asset value of less than GBP 1 million,

and where your complaint relates to activities carried on from an establishment in the UK, or in some circumstances, where the complaint relates to activities carried on from an establishment in the EEA, you may be entitled to refer your complaint to the Financial Ombudsman Service (‘FOS’).

Their contact details are as follows: -

The Financial Ombudsman Service,
South Quay Plaza,
183 Marsh Wall,
Telephone: 0300 123 9 123 or 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk/consumer/complaints.htm



Our Complaints Procedure may be accessed through the following links: 
Complaints Procedure – FOS Version 
Complaints Procedure – Non FOS Version