Customer Feedback

If you have a comment, problem or complaint about insurance matters please contact us on:

Telephone:	Freephone 0500 37 37 37
Fax:	0151 240 2900
Minicom:	Freephone 0500 64 63 62

Royal & SunAlliance Motability (R&SAM) aim to provide you with a first class service. If we have not delivered the service that you expect or you are concerned with the service provided, we would like the opportunity to put things right.

In the event of a complaint we will:

Fully investigate your complaint
Keep you informed of progress
Do everything possible to resolve your complaint
Use the information from complaints we receive to continuously improve our service

Initially, please raise your concerns with the Claims/Customer Services office by contacting them in the usual way. They will do their best to resolve your complaint to your satisfaction. It is our experience that most issues can be sorted out at this stage. We aim to resolve your concerns within 24 hours.

If you are not satisfied with our response, or the course of action proposed, you may progress your complaint to:

Customer Relations
Royal & SunAlliance Motability
PO Box 6574
New Hall Place
Liverpool
L69 2WH

Telephone: 0151 240 2225

Fax: 0151 240 2900

Email: RSAM.Compo@uk.royalsun.com

The Customer Relations Team will acknowledge your complaint within 5 business days of receipt.

In the unlikely event that your complaint has not been resolved within 4 weeks of receipt by us, the Customer Relations Team will write and let you know the reasons why and the actions we are taking.

If your complaint is not resolved or you are not happy with our response and the course of action proposed, you can progress your complaint to our Customer Relations Manager at the address shown above. A separate investigation will then be carried out in an attempt to resolve your complaint and a final decision will be issued. However, if resolution is not possible they will issue a response within 8 weeks of your original complaint.

If you remain dissatisfied after receiving our final decision you may be able to refer your complaint to the Financial Ombudsman Service, alternatively you can refer your complaint to the Motability Complaints and Appeals.

Financial Ombudsman Service	Motability Complaints and Appeals
South Quay Plaza	Customer Information Services
183 Marsh Wall	Warwick House
London	Roydon Road
E14 9SR	Harlow
	Essex
	CM19 5PX
Telephone: 0845 080 1800	Telephone: 01279 632268
Email: enquiries@financial-ombudsman.org.uk	Minicom: 020 7654 4224
Website: www.financial-ombudsman.org.uk	Email: complain@motability.co.uk