Our commitment to you:
Please send your feedback or complaint via email to: firstname.lastname@example.org
We believe that you deserve to be treated in a courteous, fair and prompt manner. Our goal is to prioritise efforts in favour of the customer experience and to embrace a culture of continuous improvement with the aim of delivering higher levels of quality and service, greater productivity and innovation.
If there is ever an occasion when you feel let down then please let us know immediately as we really value your feedback. Rhino takes all customer complaints seriously and to ensure your concerns are resolved quickly, fairly and by the appropriate department, we have established the following complaint procedure. Should your complaint be regarding any aspect of your insurance, please follow the “how to make a complaint” instruction noted within your policy wording.
To enable us to accurately and fully investigate your concerns we will require the following information to be provided to us:
- your full name and address
- a daytime contact number and a preferred time you wish to be contacted
- details of your concerns, including the other party involved, the type of insurance policy you have, a policy number or any other reference we have provided
- copies of correspondence you have received in relation to your concerns
If your complaint requires a more detailed investigation then it will be escalated to the appropriate person or department, and their contact details provided.
A copy of ‘Our commitment to you’ which is our complaints procedure showing how we will deal with your concerns is available to download via the Relevant Documents box at the top of this page.
We are always appreciative of any feedback received and we hope we are able to resolve any concerns you may have to your satisfaction.