{"id":807,"date":"2023-01-17T09:42:38","date_gmt":"2023-01-17T09:42:38","guid":{"rendered":"http:\/\/localhost\/?page_id=807"},"modified":"2025-11-28T16:06:24","modified_gmt":"2025-11-28T16:06:24","slug":"complaints","status":"publish","type":"page","link":"https:\/\/www.rsml.co.uk\/claims\/complaints\/","title":{"rendered":"Complaints"},"content":{"rendered":"\n<div class=\"wp-block-group alignfull pt-6 pb-6 has-black-ter-background-color has-background\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<h1 class=\"wp-block-heading has-text-align-center mb-0 mt-0 has-white-color has-text-color\">Complaints<\/h1>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-group alignfull is-overflow-visible is-sticky\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n\n<div class=\"page-menu__container alignfull has-white-ter-background-color\">\n\n<div class=\"container\">\n\n    <div class=\"page-menu\">\n\n        <div class=\"page-menu__btn is-hidden-desktop\">Jump to..<\/div>\n        <div class=\"page-menu__menu-container\">\n            <div class=\"page-menu__menu\">\n\n                <div class=\"menu-container\">\n\n                <nav class=\"menu-page-menu-claims-subpage-container\"><ul id=\"menu-page-menu-claims-subpage\" class=\"menu\"><li id=\"menu-item-814\" class=\"menu-item menu-item-type-custom menu-item-object-custom menu-item-814\"><a href=\"\/claims\/#how-we-work\">How we work<\/a><\/li>\n<li id=\"menu-item-815\" class=\"menu-item menu-item-type-custom menu-item-object-custom menu-item-815\"><a href=\"\/claims\/#our-claims-portfolios\">Portfolio of Claims<\/a><\/li>\n<li id=\"menu-item-813\" class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-813\"><a href=\"https:\/\/www.rsml.co.uk\/claims\/employers-liability-direct-tracing\/\">Employers\u2019 Liability Direct Tracing\u00a0<\/a><\/li>\n<li id=\"menu-item-812\" class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-812\"><a href=\"https:\/\/www.rsml.co.uk\/claims\/complaints\/\">Complaints<\/a><\/li>\n<li id=\"menu-item-816\" class=\"menu-item menu-item-type-custom menu-item-object-custom menu-item-816\"><a href=\"\/claims\/#contact-us\">Contact us<\/a><\/li>\n<\/ul><\/nav>\n                <\/div>\n\n            <\/div>\n        <\/div>\n        <\/div>\n\n    <\/div>\n\n<\/div>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-group pt-6 pb-6 contained-narrow\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<p>Even with the best of intentions, things can sometimes go wrong. If this happens, we would like to know about it. <\/p>\n\n\n\n<p>If you have a complaint about your personal data and you think that a RiverStone International company is the controller of that personal data, please email us at <a href=\"mailto:dpo@rsml.co.uk\">dpo@rsml.co.uk<\/a>.<\/p>\n\n\n\n<p>For anything else, please get in touch with us by filling out the contact form or using the contact details below.<\/p>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:40%\"><a class=\"button--arrow-circle has-text-black-ter mt-4 mt-4-mobile mb-4\" href=\"\/contact-us\/get-in-touch\/#\/1\/options\/6\" target=\"_self\">Submit a Complaint Online    <div class=\"button--arrow-circle__button teal\">\n        <div class=\"button--arrow-circle__circle has-teal-background-color\"><\/div>\n    <\/div>\n<\/a><\/div>\n<\/div>\n\n\n\n<p><strong>Email: <\/strong><a href=\"mailto:complaints@rsml.co.uk\">complaints@rsml.co.uk<\/a><br><strong>Telephone: <\/strong><a href=\"tel:441325370932\">+44 (<\/a>0) 204 621 2888<\/p>\n\n\n\n<p><\/p>\n\n\n\n<h3 class=\"wp-block-heading\">UK complaints<\/h3>\n\n\n\n<p>If you make a complaint, we will try to resolve it straight away. If we are able to resolve the problem within three days, then the matter will not go into our formal complaint process. If a complaint cannot be resolved in this way, we will investigate and give you a full written response within 8 weeks. If this is not possible, we will contact you to explain the reasons why and let you know how long our investigations are likely to take.<\/p>\n\n\n\n<p>If you are unhappy with the outcome of your complaint, or you have not received a response within 8 weeks, then you may be entitled to escalate the matter. We will tell you which, if any, option is available to you.<\/p>\n\n\n\n<p>You may also be able to refer your complaint to the Financial Ombudsman Service to conduct a further, independent review of your complaint. Further information can be found on <a href=\"https:\/\/www.financial-ombudsman.org.uk\/\" target=\"_blank\" rel=\"noreferrer noopener\">their website<\/a>.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Lloyd\u2019s complaints<\/h3>\n\n\n\n<p>We will try to resolve your complaint as quickly as possible, but you should receive a response from us within 2 weeks. If you are dissatisfied with the outcome of your complaint, or have not received a response within 2 weeks, you may wish to refer your complaint to Lloyd\u2019s. Lloyd\u2019s will investigate the matter and provide a final response. Further information on this process can be found <a href=\"http:\/\/www.lloyds.com\/complaints\" target=\"_blank\" rel=\"noreferrer noopener\">here<\/a>.<\/p>\n\n\n\n<p>You may also be able to refer your complaint to the Financial Ombudsman Service to conduct a further, independent review of your complaint. Further information can be found on <a href=\"https:\/\/www.financial-ombudsman.org.uk\/\" target=\"_blank\" rel=\"noreferrer noopener\">their website<\/a>.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">RiverStone Insurance Malta SE (formerly Argo Global SE) complaints<\/h3>\n\n\n\n<p>We will acknowledge your complaint within 5 working days and outline when you can expect a full response. We will aim to respond to your complaint within three weeks, but where the investigation will take longer, we will let you know what action is being taken and when you can expect a full response.<\/p>\n\n\n\n<p>If you are unhappy with our final response to your complaint, you may be able to contact The Office of the Arbiter to review your complaint:<\/p>\n\n\n\n<p>Office of the Arbiter for Financial Services<br>First Floor<br>St Calcedonius Square<br>Floriana FRN1530<br>Malta<\/p>\n\n\n\n<p><strong>Telephone: <\/strong><a href=\"tel:80072366\">8007 2366<\/a> or <a href=\"tel:21249245\">21249245<\/a><br><strong>E-mail:<\/strong> <a href=\"mailto:complaint.info@financialarbiter.org.mt\">complaint.info@financialarbiter.org.mt<\/a><br><strong>Website:<\/strong> <a href=\"https:\/\/www.financialarbiter.org.mt\" target=\"_blank\" rel=\"noreferrer noopener\">www.financialarbiter.org.mt<\/a><\/p>\n\n\n\n<h3 class=\"wp-block-heading\">RiverStone Insurance Bermuda complaints<\/h3>\n\n\n\n<p>If you make a complaint, we will investigate and give you a full written response within 8 weeks. If this is not possible, we will contact you to explain the reasons why and let you know how long our investigations are likely to take.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">RiverStone International Ireland DAC complaints<\/h3>\n\n\n\n<p>If you make a complaint, we will try to resolve it straight away. We will acknowledge your complaint within 5 business days and if we are able to resolve the issue to your satisfaction within the first 5 business days, then the matter will not go into our formal complaint process. If a complaint cannot be resolved in this way, we will undertake to investigate and resolve the matter and give you a written response within 8 weeks. If this is not possible, we will contact you to explain the reasons why and let you know how long our investigations are likely to take.<\/p>\n\n\n\n<p>If you are unhappy with the outcome of your complaint, or you have not received a response within 8 weeks, then you may be entitled to escalate the matter to the relevant ombudsman to conduct a further, independent review of your complaint. We will tell you which, if any, option is available to you.<\/p>\n\n\n\n<p>Further information for the reporting of a complaint to the relevant ombudsman can be found via the below links for each website.<\/p>\n\n\n\n<p>UK Business Complaints: <a href=\"https:\/\/www.financial-ombudsman.org.uk\/\" target=\"_blank\" rel=\"noreferrer noopener\">Financial Ombudsman<\/a><\/p>\n\n\n\n<p>German Business Complaints: <a href=\"https:\/\/www.bafin.de\/EN\/Verbraucher\/BeschwerdenStreitschlichtung\/BeiBaFinbeschweren\/BeiBaFinbeschweren_node_en.html#:~:text=You%20can%20call%20our%20helpline,it%20supervises%20the%20company%20concerned\" target=\"_blank\" rel=\"noreferrer noopener\">BAFIN<\/a><\/p>\n\n\n\n<p>Italian Business Complaints: <a href=\"https:\/\/www.ivass.it\/consumatori\/reclami\/index.html?com.dotmarketing.htmlpage.language=3&amp;dotcache=refresh\" target=\"_blank\" rel=\"noreferrer noopener\">IVASS<\/a><\/p>\n\n\n\n<p>Irish Business Complaints: <a href=\"https:\/\/www.fspo.ie\/make-a-complaint\/how-to-make-a-complaint-to-the-fspo\/\" target=\"_blank\" rel=\"noreferrer noopener\">Financial Services and Pensions Ombudsman<\/a><\/p>\n\n\n\n<p>Should you remain dissatisfied you can ask the Financial Services and Pensions Ombudsman to review your case.<\/p>\n\n\n\n<p>Financial Services and Pensions Ombudsman<br>Lincoln House<br>Lincoln Place<br>Dublin 2<br>D02 VH29<\/p>\n\n\n\n<p>Tel: (01) 567 7000<br>Email: <a href=\"mailto:info@fspo.ie\">info@fspo.ie<\/a><br>Website: <a href=\"https:\/\/www.fspo.ie\" target=\"_blank\" rel=\"noreferrer noopener\">www.fspo.ie<\/a><\/p>\n<\/div><\/div>\n","protected":false},"excerpt":{"rendered":"<p>Complaints Even with the best of intentions, things can sometimes go wrong. If this happens, we would like to know about it. If you have a complaint about your personal data and you think that a RiverStone International company is the controller of that personal data, please email us at dpo@rsml.co.uk. For anything else, please [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":12,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-807","page","type-page","status-publish","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Complaints - RiverStone International<\/title>\n<meta name=\"description\" content=\"Information on our Complaints process and how to make a complaint.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.rsml.co.uk\/claims\/complaints\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Complaints - RiverStone International\" \/>\n<meta property=\"og:description\" content=\"Information on our Complaints process and how to make a complaint.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.rsml.co.uk\/claims\/complaints\/\" \/>\n<meta property=\"og:site_name\" content=\"RiverStone International\" \/>\n<meta property=\"article:modified_time\" content=\"2025-11-28T16:06:24+00:00\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Estimated reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"4 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/www.rsml.co.uk\\\/claims\\\/complaints\\\/\",\"url\":\"https:\\\/\\\/www.rsml.co.uk\\\/claims\\\/complaints\\\/\",\"name\":\"Complaints - 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