Complaints

Even with the best of intentions, things can sometimes go wrong. If this happens, we would like to know about it. Please get in touch with us by filling out the contact form or using the contact details below.

Email: complaints@rsml.co.uk
Telephone: +44 (0) 207 398 4491

UK complaints

If you make a complaint, we will try to resolve it straight away. If we are able to resolve the problem within three days, then the matter will not go into our formal complaint process. If a complaint cannot be resolved in this way, we will investigate and give you a full written response within 8 weeks. If this is not possible, we will contact you to explain the reasons why and let you know how long our investigations are likely to take.

If you are unhappy with the outcome of your complaint, or you have not received a response within 8 weeks, then you may be entitled to escalate the matter. We will tell you which, if any, option is available to you.

You may also be able to refer your complaint to the Financial Ombudsman Service to conduct a further, independent review of your complaint. Further information can be found on their website.

Lloyd’s complaints

We will try to resolve your complaint as quickly as possible, but you should receive a response from us within 2 weeks. If you are dissatisfied with the outcome of your complaint, or have not received a response within 2 weeks, you may wish to refer your complaint to Lloyd’s. Lloyd’s will investigate the matter and provide a final response. Further information on this process can be found here.

You may also be able to refer your complaint to the Financial Ombudsman Service to conduct a further, independent review of your complaint. Further information can be found on their website.

RiverStone Insurance Malta SE (formerly Argo Global SE) complaints

We will acknowledge your complaint within 5 working days and outline when you can expect a full response. We will aim to respond to your complaint within three weeks, but where the investigation will take longer, we will let you know what action is being taken and when you can expect a full response.

If you are unhappy with our final response to your complaint, you may be able to contact The Office of the Arbiter to review your complaint:

Office of the Arbiter for Financial Services
First Floor
St Calcedonius Square
Floriana FRN1530
Malta

Telephone: 8007 2366 or 21249245
E-mail: complaint.info@financialarbiter.org.mt
Website: www.financialarbiter.org.mt

RiverStone Insurance Bermuda complaints

If you make a complaint, we will investigate and give you a full written response within 8 weeks. If this is not possible, we will contact you to explain the reasons why and let you know how long our investigations are likely to take.

RiverStone International Ireland DAC complaints

If you make a complaint, we will try to resolve it straight away. We will acknowledge your complaint within 5 business days and if we are able to resolve the issue to your satisfaction within the first 5 business days, then the matter will not go into our formal complaint process. If a complaint cannot be resolved in this way, we will undertake to investigate and resolve the matter and give you a written response within 8 weeks. If this is not possible, we will contact you to explain the reasons why and let you know how long our investigations are likely to take.

If you are unhappy with the outcome of your complaint, or you have not received a response within 8 weeks, then you may be entitled to escalate the matter to the relevant ombudsman to conduct a further, independent review of your complaint. We will tell you which, if any, option is available to you.

Further information for the reporting of a complaint to the relevant ombudsman can be found via the below links for each website.

UK Business Complaints: Financial Ombudsman

German Business Complaints: BAFIN

Italian Business Complaints: IVASS

Irish Business Complaints: Financial Services and Pensions Ombudsman

Should you remain dissatisfied you can ask the Financial Services and Pensions Ombudsman to review your case.

Financial Services and Pensions Ombudsman
Lincoln House
Lincoln Place
Dublin 2
D02 VH29

Tel: (01) 567 7000
Email: info@fspo.ie
Website: www.fspo.ie