Complaints

Whenever you part with your money, you are entitled to expect a service that does everything it claims to. That's why we have put customer service at the very centre of our business. But if you feel your experience with Guest First has been unsatisfactory, there's a clear complaints procedure for you to make your feelings clear and find a resolution.

How to make a complaint

Any complaints procedure should be simple, fair and unbiased. Whether you are unhappy with your level of cover or an interaction with somebody from our customer service team, we will do our best to make sure your comments are investigated promptly.

When you submit your complaint, please try to include as much detail as possible. Key information such as your name and address, policy number and the date and time of any relevant phone calls with us will help to make sure your complaint is processed swiftly.

Use the details below to ensure your complaint reaches the right place.

If your complaint relates to the service you have experienced with Guest First:

Just email complaints@rothwellandtowler.co.uk or call 0345 90 80 171. Alternatively you can write to:

The Complaints Manager
Rothwell & Towler Ltd
Tourism House
Woodwater Park
Pynes Hill
Exeter
EX2 5WS

If your complaint relates to the way a claim was handled or something else that's specific to your policy, please refer to your Policy Wording for the relevant insurer's complaints procedure.

Does your complaint relate to Guest First? Here's what happens next.

If your complaint relates to Guest First, we will let you know that we have received your comments within 24 hours. Next we will begin an investigation and return to you with our findings as soon as we can - usually within five days.

Occasionally a complaint may require further investigation. If that's the case we will let you know and try to resolve your case within four weeks. You will receive clear updates from us throughout the investigation process.

Unfortunately we cannot investigate complaints about the claims process or claims assistance. What we can do is refer you to the insurer responsible, from whom you can expect a similar complaints procedure.

Resolving your complaint

If we believe your grievance is legitimate, we will get in touch to explain how we plan to rectify the situation. We will also share with you some of the measures we have put in place to ensure the same thing doesn't happen again.

Escalating your complaint

If you are unhappy with the outcome of your complaint, you are entitled to ask us to reassess your comments. That may be worthwhile if you believe we have made a mistake or if you have new information to support your original complaint.

Alternatively if you believe you have been treated unfairly, you can ask the Financial Ombudsman Service to review your complaint. The FOS is a free and impartial service created by the government to resolve complaints between financial businesses and their customers.

If you would like to take your comments to the FOS, we will give you all the information you need. Alternatively you can email complaint.info@financial-ombudsman.org.uk or find out more by calling the FOS on 0800 023 4567 or visiting www.fos.org.uk. This must be done within 6 months of our final response to you. Referral to the FOS will not prejudice your right to take subsequent legal proceedings. The FOS will inform you directly of its decision.

Online Dispute Resolution - ODR

This is an initiative from the European Commission that helps European Union (EU) residents, who have bought goods or services online, get complaints resolved. It is designed mainly to assist where the customer is in one EU country and the company that supplied the goods or services is in another. If you have purchased a "product name" product online you can submit a complaint through the ODR platform in any of the official languages of the EU. You can access the ODR website at ec.europa.eu/odr. The platform will send your complaint to an Alternative Dispute Resolution Provider which in the UK is the Financial Ombudsman Service.