Complaints Procedure
We take all complaints seriously and aim to resolve them quickly
Our Commitment
At RideCover, we are committed to providing excellent service. However, we understand that sometimes things can go wrong. If you are unhappy with any aspect of our service, we want to hear from you so we can put things right.
How to Make a Complaint
You can submit a complaint through any of the following methods:
By Phone
Call our dedicated complaints line on 0800 123 4568
Available Monday to Friday, 9am to 5pm
By Email
Send your complaint to complaints@ridecover.co.uk
By Post
Write to us at:
Complaints Department
RideCover
123 High Street
London
EC1A 1AA
What to Include
To help us investigate your complaint quickly, please provide:
- Your full name and contact details
- Your policy number (if applicable)
- A clear description of your complaint
- Any relevant dates and reference numbers
- What you would like us to do to resolve the issue
- Copies of any relevant documents
Our Process
Step 1: Acknowledgement
We will acknowledge your complaint within 5 working days of receiving it. We will provide you with a reference number and the name of the person handling your complaint.
Step 2: Investigation
We will thoroughly investigate your complaint. This may involve reviewing records, speaking to relevant staff members, and gathering additional information.
Step 3: Resolution
We aim to resolve all complaints within 8 weeks of receipt. We will send you a final response letter explaining our findings and any actions we have taken or will take.
If You're Not Satisfied
If you are not happy with our final response, or if we have not resolved your complaint within 8 weeks, you may be able to refer your complaint to the Financial Ombudsman Service (FOS).
The Financial Ombudsman Service is a free, independent service for resolving disputes between consumers and financial services providers.
Financial Ombudsman Service
- Website: www.financial-ombudsman.org.uk
- Phone: 0800 023 4567
- Email: complaint.info@financial-ombudsman.org.uk
- Post: The Financial Ombudsman Service, Exchange Tower, London E14 9SR
You must contact the FOS within 6 months of receiving our final response.
Keeping You Informed
Throughout the complaints process, we will keep you informed of our progress. If we need more time to investigate, we will let you know and explain why.
Learning from Complaints
We use feedback from complaints to improve our services. All complaints are reviewed by our management team to identify trends and areas where we can do better.