Our clients underpin every aspect of our business. Through our customer focus and technical excellence, we provide them with a claims service that delivers help, support and guidance. We aim to ensure fair, equitable and speedy resolution of covered claims.
Our claims units are staffed with highly specialized legal and technical personnel with decades of experience in various disciplines. Our teams strive to handle claims efficiently, control costs and communicate effectively with all parties involved.
For inquiries on existing claims, please call +44 (0) 800 587 6713 and you will be directed to the appropriate UK Claims Analyst.
If you want to make a new claim or have a policy query, please refer to our Claims FAQ.
For brokers or intermediaries, please contact us here.
For legal reasons, we are required to verify your identity before we discuss any claim and/or release any data.
Making a complaint
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 following the directions in the relevant section set out below.
If you would prefer to us to contact you, please complete our form below.
Please be ready to provide:
- Personal contact details
- Details about your policy or claim
- Information about the complaint
- What you would like us to do
For complaints in respect of RiverStone Managing Agency
Syndicate 3500
(This will include business previously written by Syndicate 780, Syndicate 3210, Syndicate 1897 and Syndicate 4000. It also includes 2017 and prior years of account from Syndicate 2015 and Syndicate 1200)
Syndicate 2468
(Business written 2018 and post and until 30 June 2021 managed by Neon Underwriting Limited)
Please get in touch with our Complaints team using the following contact details:
Email: complaints@rsml.co.uk
Telephone: +44(0)1273 792 132
We will try to resolve your complaint as quickly as possible, but you should receive a response from us within 2 weeks. However, should you remain dissatisfied or have not received a response within 2 weeks, you may if you wish, refer your complaint to Lloyd’s. Lloyd’s will investigate the matter and provide a final response. Lloyd’s contact details are as follows:
Complaints
Lloyd’s
One Lime Street
London EC3M 7HA
Email: complaints@lloyds.com
Telephone: +44 (0)20 7327 5693
Fax: +44 (0)20 7327 5225
Website: www.lloyds.com/complaints
Alternatively, should you remain dissatisfied with Lloyd’s final response, you may, if eligible, refer your complaint to the Financial Ombudsman Service (“FOS”). The FOS is an independent service in the UK for settling disputes between consumers and businesses providing financial services.
The FOS’s contact details are as follows:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Email: complaint.info@financial-ombudsman.org.uk
Telephone: +44 (0)300 123 9 123
Website: www.financial-ombudsman.org.uk
For complaints in respect of RiverStone Insurance (UK) Limited
Please get in touch with our Complaints team using the following contact details:
Email: complaints@rsml.co.uk
Telephone: +44(0)1273 792 132
If you make a complaint, we will try to resolve it straight away. However, if it requires a more in-depth investigation, then we will aim to give you our final response within 8 weeks. If for whatever reason 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 not happy with the way we’ve handled your complaint, do not agree with the outcome of it, or if 8 weeks have passed and we have not been able to send you our final response, you may have the right to refer your case to the Financial Ombudsman Service.
You can contact them in one of the following ways:
In writing:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
By phone: 0800 023 4567
By email: complaint.info@financial-ombudsman.org.uk
Website: http://www.financial-ombudsman.org.uk
Please remember that you will need to refer your complaint to the Financial Ombudsman Service within six months of receiving our final response.
How do we process complaints?
If you would like us to contact you, please fill out the information below:
If you make a complaint and 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. If you are unhappy with the outcome of our investigation into your complaint then you may be entitled to escalate the matter. We will tell you which, if any, option is available to you.