Rooster Complaints Handling Procedure
1. Introduction
Rooster acts as an intermediary on behalf of insurance companies or Lloyd’s syndicates. The applicable complaints procedure depends on whose behalf we act. Please refer to your policy wording to determine the relevant process.
2. What is a Complaint?
A complaint is defined by the Financial Conduct Authority (FCA) as:
"Any oral or written expression of dissatisfaction, whether justified or not, from, or on behalf of, a person about the provision of, or failure to provide, a financial service or a redress determination, which:
(a) alleges that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience; and
(b) relates to an activity of that respondent, or of any other respondent with whom that respondent has some connection in marketing or providing financial services or products, which comes under the jurisdiction of the Financial Ombudsman Service (FOS)."
3. Our Commitment to You
We handle all complaints fairly, consistently, and efficiently. Our process ensures that complaints are investigated by a suitably competent team member, preferably one not directly involved in the matter. This individual will have the authority to resolve the complaint or have access to someone who does.
We determine what remedial action or redress may be appropriate, ensuring that our decisions align with FCA guidelines and industry standards. Redress may include refunds, policy adjustments, or financial compensation, depending on the circumstances.
If you wish to contact us during the investigation, another member of our team will assist if the primary complaint handler is unavailable.
4. Complaint Resolution Timeframes
Resolution within 3 business days: If we can resolve your complaint within 3 business days to your satisfaction, we will issue a Summary Resolution Letter, confirming the resolution and informing you of your right to refer the complaint to the Financial Ombudsman Service (FOS) if you remain dissatisfied.
Resolution beyond 3 business days: If we cannot resolve your complaint within this timeframe, we will send a written acknowledgment within 5 business days, including the name or job title of the complaint handler and a copy of these complaint handling procedures.
Final Response (within 8 weeks): We aim to provide a final response within 8 weeks of receiving your complaint. Our final response will:
Accept your complaint and offer appropriate redress or remedial action, or
Offer redress or remedial action without accepting the complaint, or
Reject the complaint with a clear explanation.
We will also provide FOS contact details, a copy of their standard explanatory leaflet, and confirm whether we agree to waive the usual six-month time limit for referring your complaint.
If we cannot issue a final response within 8 weeks, we will:
Explain the reason for the delay and provide an estimated resolution timeframe.
Inform you of your right to escalate the matter to the Financial Ombudsman Service (FOS).
Provide FOS contact details and clarify whether we consent to waive the six-month referral time limit.
5. How to Escalate a Complaint to the Financial Ombudsman Service (FOS)
If you are dissatisfied with our final response, you can refer your complaint to the Financial Ombudsman Service within six months of receiving our final response.
Contact FOS:
Phone: 0300 123 9 123 or 0800 023 4567 (Monday to Friday: 8 am to 8 pm; Saturday: 9 am to 1 pm)
Website: www.financialombudsman.org.uk
6. Complaints Relating to Lloyd’s Syndicates
If we act on behalf of a Lloyd’s syndicate, we will:
Acknowledge your complaint within 3 business days.
Issue a Summary Resolution Letter if the complaint is resolved within 3 business days.
If unresolved after 3 business days, we have 8 weeks to provide a final response or an update on our progress.
If you remain dissatisfied with our response, you may escalate your complaint to Lloyd’s Complaints Team, which will conduct an independent review.
Contact Lloyd’s Complaints:
Address: Complaints, Lloyd’s, One Lime Street, London, EC3M 7HA
Email: complaints@lloyds.com
Phone: +44 (0) 20 7327 5693
Fax: +44 (0) 20 7327 5225
Website: www.lloyds.com/complaints
If you are not satisfied with Lloyd’s final response, you may still refer your complaint to the Financial Ombudsman Service (FOS) within six months.
7. Complaints Involving Another Firm
If your complaint concerns another firm (e.g., an insurance company), we will forward the details to them within 5 business days and notify you accordingly.
8. Authorising a Representative
If you wish for someone else to act on your behalf, please provide written authorisation.
9. Monitoring, Reporting & Improving Complaint Handling
Our Head of Customer Experience logs, monitors, and reviews all complaints under our Complaints, Compliments, and Feedback Policy. We analyse complaints to identify trends, root causes, and areas for improvement. We take corrective measures to prevent recurrence and enhance customer satisfaction.
10. Staff Training & Awareness
All staff receive complaints handling training at induction to ensure they can identify, escalate, and assist customers making complaints.
FCA-regulated complaints must be referred to the Head of Customer Experience within 1 business day of receipt.
11. Publicising the Procedure
This procedure is publicly available on the Rooster website.
12. Compliance with Regulations
This procedure complies with:
FCA Handbook DISP 1 (Dispute Resolution: Complaints)
Financial Services and Markets Act 2000
Effective Date: March 2025
Version: 5
Last Reviewed: 17/03/2025
For further information or to make a complaint, please contact us at
hello@joinrooster.co.uk or on Live Chat via the Rooster app or website.