Although we aim to please at all times, sometimes things do go wrong and we encourage you to let us know if you are dissatisfied.
Firstly we would ask that you contact the customer service team on 0208 587 1060 or by email on info@rentguard.co.uk. It is our wish that your complaint is dealt with quickly and efficiently. We will ask for your policy number and details of any Rentguard employee who you have spoken to previously. We may need time to look into your complaint, but we will keep you updated of developments to reassure you that we are doing everything to resolve the issue.
If you remain dissatisfied, you can write in the first instance to:
The Managing Director
Rentguard Ltd
27 Great West Road
Brentford
London
TW8 9BW
We will make every effort to resolve the problem directly and
immediately. If these avenues fail to resolve your complaint then you
can ask the Insurance Ombudsman to review your case.
Insurance Ombudsman
We are covered by the Financial Ombudsman Service (FOS). Please see their website www.financial-ombudsman.org.uk and the Customer Protection Information section of our Terms of Business for more details.
Address: The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone: 0800 023 4567 / 0300 123 9123
Online Dispute Resolution
We are also committed to the European Commission’s code of Online Dispute Resolution, which you can find out more about here.
Association of British Insurers
There are a few instances when the Financial Ombudsman Service (FOS) is unable to consider complaints. In such circumstances you can approach the Association of British Insurers for assistance at:
Address: Consumer Information Department
51 Gresham Street
London
EC2V 7HQ
Telephone: 020 7600 3333
Lloyd’s Complaints Procedure
If your policy is underwritten by Lloyd’s, or a syndicate thereof, and you have any questions or concerns about your policy or handling of a claim, you should, in the first instance, notify Rentguard customer services:
Address: Rentguard Limited
27 Great West Road
Brentford
London
TW8 9BW
Email: info@rentguard.co.uk
Telephone: 020 8587 1060
In the event that you remain dissatisfied and wish to make a
complaint, you can do so at any time by referring the matter to the
complaints team at Lloyd’s.
Contact details are as follows:
Complaints
Lloyd’s
One Lime Street
London
EC3M 7HA
Telephone: 020 8587 1060
E-mail: complaints@lloyds.com
Website: www.lloyds.com/complaints
Details of Lloyd’s complaints procedures are set out in a leaflet entitled “Your Complaint – How We Can Help” available at www.lloyds.com/complaints and are also available from the above address.
If you remain dissatisfied after Lloyd’s has considered your complaint, you have the right to refer your complaint to the Financial Ombudsman Service (details of which are above).