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Make a complaint

If something’s not gone as smoothly as you expected, please get in touch and we’ll do our best to resolve the matter as quickly as possible.


How do I file a complaint?

A. Please follow the guidelines below so that  your complaint can be dealt with in the most efficient way possible. 

1. Please submit your complaint in writing to:

Compliance Manager
Rock Insurance Services Limited
3rd Floor, Griffin House
135 High Street
Crawley
West Sussex
RH10 1DQ

2. If you're still unsatisfied after you've received the outcome of your complaint from Rock Insurance Services Limited, you can then ask the Financial Ombudsman Service (FOS) to review your case. You can contact them at the following address:

Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
Docklands
London
E14 9SR

Tel: 0845 080 1800
Email: complaint.info@financial-ombudsman.org.uk

The FOS is an independent body that arbitrates on complaints about general insurance products. It will only consider complaints after you have been provided with written confirmation that the internal complaints procedure has been exhausted. In order for the FOS to review your case, you must send your complaint to them within six months of the date of our final correspondence to you. 

Your statutory rights are not affected if you choose to follow any of the complaints procedures above. For further information about your statutory rights contact your local authority Trading Standards Service or Citizens Advice Bureau.

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