Complaints

What can you do if you're unhappy with our service?

At Rhino, customer satisfaction is our number one priority, which is why we invest a lot of time gathering feedback from our customers, to help provide the best possible service and make sure that we have happy customers. If however, you are dissatisfied with our service or wish to make a complaint there are a number of ways in which you can contact us:

Email: feedback@rhinoprotectinsurance.com

Call: 01455 852050

Write: Complaints Department, Rhino Trade Insurance, Windsor House, Troon Way Business Park, Humberstone Lane, Thurmaston, Leicester, LE4 9HA

 

What you can expect from us

Once we’ve received your correspondence, it’s our intention to deal with it as quickly as possible. Our staff are trained to help you and address any concerns you may have.

If we’re unable to resolve your matter immediately, or should we conclude that a more detailed investigation is needed, we’ll be in contact with you within five working days. Usually, most complaints are dealt with within the first four weeks, however, should your case take longer, the member of staff assigned to your case will be in touch to provide updates. Upon the conclusion of our investigation, should you not agree with our findings, you may be able to refer your complaint to the Financial Ombudsman Service. Details on how to do this can be found below and in your policy documentation.

The Financial Ombudsman Service can be contacted at: Financial Ombudsman Service, Exchange Tower, London. E14 9SR.

Telephone: 0800 023 4567 or 0300 123 9123

Email: complaint.info@financial-ombudsman.org.uk

Website: www.financial-ombudsman.org.uk