• Complaints Procedure

Complaints Procedure


In the unlikely event you are dissatisfied with the services RTR UK have provided in respect of our claims management service below is our complaints procedure.

What constitutes a complaint.

Any expression of dissatisfaction in relation to our services constitutes a complaint, whether this be oral or written and whether it be justified or not. RTR UK is committed to providing the best levels of customer service to its customers.

Who is eligible to complain.

All complaints regardless of there nature will be dealt with and herd according to our complaints procedure.

How to complain.

If you have a complaint about our service you can contact us by letter, telephone, email, fax or in person at:

Colliery Farm Business Park
Middlecliffe Lane
Little Houghton
S72 0HW

Tel: 0870 474 0148 – fax: 0870 474 0149  –  Email: info@rtruk.co.uk

RTR UK Ltd, Dovecote House, Middlecliffe Lane, Little Houghton, Barnsley, South Yorkshire, S72 0HW – Company Registration No 5174365 – CRM No 2737 – RTR UK Ltd is Regulated by the Ministry Of Justice in respect of regulated claims management activities.

Complaints Procedure.

Here at RTR UK Ltd we aim to resolve all complaints at the earliest opportunity.  It is our aim to resolve any complaint within 48 hours of receipt of the complaint. In the first instance this will be conducted by a manager. In the event we are unable resolve your complaint we will work within the guidelines of the FSA and its initiative “treating customers fairly.”  The process will be as follows:-

Within five working days of receiving the complaint we will contact you either by phone or in writing to advise we have acknowledged your complaint, providing you with the name of the person dealing with your complaint.

We will then investigate the complaint keeping you regularly updated on the progress we are making.

Within two weeks from the receipt of the complaint we will either:

Send you a final response which addresses all the issues of the complaint.

Provide a further update on the progress of your complaint.

Within four weeks of receiving the complaint we are committed to offering you a final resolution to your complaint.  Where a redress of the complaint is required we will provide you with fair compensation for any acts or omissions for which we are responsible and will comply with any offer you accept.  However this may not always involve financial compensation.

We will regard any complaint closed if we don not receive a reply to our final response within eight weeks

If you are still not satisfied with our response to your complaint or your complaint is not resolved within four weeks you may wish to refer your complaint to the Claims Management Regulator or the Financial Ombudsman Service.

Claims Management Regulator
      PO BOX 7824
      Burton on Trent
      DE14 9DP
Email: info@claimsregulation.gov.uk    –    Tel: 0845 4506858

The regulator can then review the handling of the complaint and can give further directions on the further action which may or may not be required.

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Complaints Procedure – RTR UK Ltd – National RTA Accident Management Services

Feel the need to complain? If so everything you need to know about registering your complaint is here on this page. Read carefully and follow the instructions provided.

RTR UK Limited is an appointed representative of Your Company Matters Limited, which is authorised by the Financial Conduct Authority (FCA), Ref 591949. RTR UK Limited is registered in England and Wales, Company No 05174365, Registered Address Dovecote House, Middlecliffe Lane, Little Houghton, Barnsley, S72 0HW.