Rooster Complaints Handling Procedures

Rooster acts as an intermediary on behalf of insurance companies and Lloyd’s syndicates. The complaints process may differ depending on whose behalf we’re acting. Please check your policy wording to confirm the relevant process.

The Financial Conduct Authority (FCA) defines a complaint 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 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 another respondent connected with it in marketing or providing financial services or products, which falls under the jurisdiction of the Financial Ombudsman Service (FOS).

We treat all complaints fairly, consistently and promptly. Your complaint will be reviewed by a suitably competent person, ideally someone not directly involved in the matter.
We will determine whether any redress or remedial action is appropriate in line with FCA rules and industry standards.
If your usual complaint handler is unavailable, another team member can assist you.

Within 3 business days:
If we resolve your complaint to your satisfaction within 3 business days, we will send you a Summary Resolution Communication (SRC) confirming the outcome and informing you of your right to refer the matter to the FOS if you remain dissatisfied.

Beyond 3 business days:
If we can’t resolve your complaint within 3 business days:

Final response (within 8 weeks):
Our final response will:

We will also provide:

If we cannot issue a final response within 8 weeks:

If you are not satisfied with our final response, you can contact the FOS within 6 months of receiving it.
Contact the FOS:

Please check their website for up-to-date opening hours and alternative contact options.

If your complaint relates to a Lloyd’s syndicate:

If you are unhappy with our response, you can escalate your complaint to the Lloyd’s Complaints team:

If you remain dissatisfied after Lloyd’s final response, you can refer your complaint to the FOS within 6 months.

If your complaint relates to another firm (for example, an insurer), we will pass it to them within 5 business days and notify you.

If you’d like someone else to handle your complaint, please send us written authorisation.

Our Head of Customer Experience logs and reviews all complaints. We analyse complaints to identify trends, resolve root causes, and improve our service.

All staff are trained to identify, escalate and assist with complaints. Any FCA-regulated complaint is referred to the Head of Customer Service within 1 business day.

This procedure is available on our website and can be provided in alternative formats (e.g., large print, Braille, or audio) on request.

This procedure complies with:

Effective Date: July 2025
​Version: 6
​Last Reviewed: 03/07/2025

For further information or to make a complaint, contact us: