How to make a complaint

Your complaint

As a valued customer of Riva Insurance Brokers Ltd, you are right to expect fairness and to be treated in a courteous manner at all times. However, even in the best organisations, mistakes can occasionally happen or expectations may not always be met. We encourage our customers to take the trouble to tell us about their concerns so that we can try to put things right and make sure they never happen again. We endeavour always to treat our customers fairly by:

Dealing fairly and promptly with all complaints;
Trying to resolve complaints straight away, where possible;
Responding to you in writing once our investigations are complete;
Keeping you informed of the progress of the investigation.

Definition of a complaint

“Any oral or written expression of dissatisfaction, whether justified or not, from, or on behalf of, a about the provision of, or failure to provide, a financial service, which:”

  1. a) alleges that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience; and
  2. b) relates to an activity of Riva Insurance Brokers Ltd, or of any agent with whom Riva Insurance brokers Ltd has some connection in marketing or providing financial services or products, which comes under the jurisdiction of Riva Insurance Brokers Ltd
What will happen if you complain;

Step 1.

An acknowledgement that a complaint has been received will be issued promptly, generally within five business days of receipt advising what steps are to be taken to review the complaint. If the complaint has been made verbally the acknowledgement letter will set out our understanding of the complaint and request the complainant to confirm its accuracy, or otherwise.

Step 2.

We will carry out an investigation into your complaint and will aim to resolve the complaint as soon as we can but in any event you will be updated regularly as to the progress of our investigation. We will indicate the likely timescale when further contact is to be made.

Step 3.

Within eight weeks of receiving the complaint, we will either send a final response or an explanation as to why Riva Insurance Brokers Ltd is still unable to complete its investigation and indicate when we expect to be able to provide a final response. The letter will also inform you that you may have the right to refer your complaint to the Financial Ombudsman Service if you are dissatisfied with the outcome.

Step 4.

If you are still dissatisfied with the response received, you may have the right to refer your complaint to the Financial Ombudsman Service (FOS).   They are an independent complaints authority and they will review your complaint and the manner in which it has been handled for you. Any such referral must be made within 6 months of the date of receiving your final response from us. You can contact the FOS at any time by telephone, email or letter. Please ensure, however, that you quote your name, address and policy number to enable them to locate your file and respond.

Contact points:

Complaints Department

Riva Insurance Brokers Ltd
34 Lime Street


Telephone Number: +44 (0) 203 544 4860

Financial Ombudsman Service
Exchange Tower
E14 9SR


Telephone Number:

From within the United Kingdom

0800 0234 567 calls to this number are free on mobiles and landlines

0300 1239 123 calls to this number costs no more than calls to 01 and 02 numbers From outside the United Kingdom +44 (0) 20 7964 0500

Fax Number: +44(0)20 7964 1001

Text Number: 07860 027 586 Call Back Service

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