Registering A Complaint
Cover4Rentals believes you deserve courteous, fair, and prompt service and if there is any occasion when the service does not meet your expectations please contact us.
Please refer to the policy wording issued with your policy for full details of the complaints process.
If you are not satisfied with the handling of your dispute, you can contact an external dispute resolution entity in your country of residence which can be a supervisory authority, an ombudsman service or another type of external dispute resolution. The list of these entities and of any other relevant information specific to your country of residence is available in the table below.
Making Your Complaint
The best ways to make contact with us regarding a complaint is via the contact form, selecting the reason for contact as ‘I want to make a complaint’ or by sending us an email to complaints@cover4rentals.com.
You can also get in touch with us via the live chat facility located on the bottom right of your screen.
If you’d prefer to send us a letter, you can do so at Cover4Rentals, Bury House, 1-3 Bury Street, Guildford, Surrey, GU2 4AW.
What Information Do We Need?
So that we can process your complaint quickly and without delay, it’s important that you’re able to provide us with as much information as possible. This includes:
Your complaint will be passed to our complaints handler who manages all of our complaint-related queries.
Upon Receiving Your Complaint
The Financial Conduct Authorities (FCA) definitions guide how we identify and handle complaints. We will follow the steps below in handling complaint:
You can expect us to issue our Formal and Final Response within 8 weeks. This will include the findings of our investigation alongside any action we have or will take if you are still not satisfied.
Not every complaint raised will meet the FCA’s complaint definition, however we will still resolve the matter fairly and promptly even if we do not believe your complaint falls under this definition.
If responsibility is shared, we may work with the insurer to ensure your complaint is being investigated fully and fairly. We will continue to support you through this process and will remain your point of contact if this is your preference.
Financial Ombudsman Service
If you remain dissatisfied following our Final Response, or if this has not been issued to you within 8 weeks of your complaint being raised you may refer your complaint to the Financial Ombudsman Service.
The Financial Ombudsman Service provides a free, independent service for resolving disputes. You can get in touch with them online at www.financial-ombudsman.org.uk, by calling them on 0800 023 4567, or by sending a letter to Financial Ombudsman Service , Exchange Tower, London , E14 9SR.
Please Let Us Know How We Can Best Support You
We want to know how we can best support you. If you have circumstances, such as health conditions, financial difficulties, bereavement, caring responsibilities, or communication barriers, whether temporary or permanent, then please let us know by using your preferred method of communication in the aforementioned ‘Making Your Complaint’ section.
We will take reasonable measures to adapt our communication and provide you with additional assistance to guide you through the complaints process.
Making Your Complaint
The best ways to make contact with us regarding a complaint is via the contact form, selecting the reason for contact as ‘I want to make a complaint’ or by sending us an email to complaints@cover4rentals.com.
You can also get in touch with us via the live chat facility located on the bottom right of your screen.
If you’d prefer to send us a letter, you can do so at Cover4Rentals, Bury House, 1-3 Bury Street, Guildford, Surrey, GU2 4AW.
What Information Do We Need?
So that we can process your complaint quickly and without delay, it’s important that you’re able to provide us with as much information as possible. Please include the following information in writing as part of your complaint.
Your complaint will be passed to our complaints handler who manages all of our complaint-related queries. Complaints made on your behalf by an authorised representative, such as a family member or lawyer, will also be considered.
Our Promise to You
Your complaint will be investigated competently, diligently and impartially.
All complaints will be acknowledged upon receipt in writing, and you will receive a final response by not later than 8 weeks. If the investigation is not concluded within the indicated period, you will be advised in writing about the causes of the delay and be provided with an indication as to when the investigation is likely to be completed, but no later than 35 working days from receipt of your complaint. The final response will explain the outcome of the investigation and the reasons for our decision.
If your complaint relates to a matter outside the distributor’s remit (such as the terms of policy), the distributor will forward your complaint to the underwriter promptly upon receipt and notify you that we have done so. The underwriter has established a procedure for handling your complaint within the timeframes indicated above.
Still Dissatisfied?
If you remain dissatisfied with the final decision, you may refer your concern to:
Office of the Arbiter for Financial Services
Or the
Financial ombudsman or alternative dispute resolution body in your jurisdiction
Refer to this page for a country-by-country list of all European financial ombudsman dispute resolution bodies. For further assistance, you can refer to this link.
Referring your complaint to the above-mentioned bodies does not stop you from taking legal action.
Please Let Us Know How We Can Best Support You
We want to know how we can best support you. If you have circumstances, such as health conditions, financial difficulties, bereavement, caring responsibilities, or communication barriers, whether temporary or permanent, then please let us know by using your preferred method of communication in the aforementioned ‘Making Your Complaint’ section.
We will take reasonable measures to adapt our communication and provide you with additional assistance to guide you through the complaints process.