It is our intention to provide you with a high level of customer service at all times. However, if you are dissatisfied with
the service provided by Renew Insurance or it ever falls below the standard you would
expect from us, please contact us either by phone, letter or e-mail using the following procedure:
Tel: 0844 879 3016 (Customer Service Helpline)
Customer Relations Department
Renew Insurance
Rosalind Franklin House
Oaks Business Park
Fordham Road
Newmarket
CB8 7XN
Or email: motoradmin@renewinsurance.com
If a complaint made by phone cannot be resolved within 24 hours, or if we receive your complaint in writing, we will send you written
acknowledgement within 5 working days, advising you of who is dealing with your concerns.
We will endeavour to resolve the matter as soon as possible. We will fully investigate your complaint using all the information available to us,
and our Customer Relations Team will make every effort to address your concerns.
If our investigations take longer than 5 working days, we will provide you with a final response within four weeks or explain our position and
provide timescales for responding. If our investigations take longer than four weeks we will keep you fully informed of the position until we are able to provide a final response.
- If your complaint is against your insurer, and not Renew Insurance in our role as your agent, you should
contact your insurers in the first instance. The name and address of your insurer can be found on your policy summary
- Should we fail to offer you a final response within eight weeks of the initial date of your complaint, or if you are not satisfied with our
response, you may refer the dispute to the Financial Ombudsman at:
Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR
Nothing in this process will adversely affect your rights of law.
You can view complaints
information relating to The Hastings Group