Call What can you do if you're unhappy with our service?
At Rhino, customer satisfaction is our number one priority, which is why we invest a lot of time gathering feedback from our customers, to help provide the best possible service and make sure that we have happy customers. If however, you are dissatisfied with our service or wish to make a complaint there are a number of ways in which you can contact us:
Email: feedback@rhinoprotectinsurance.com
Call: 01455 852050
Write: Complaints Department, Rhino Trade Insurance, Windsor House, Troon Way Business Park, Humberstone Lane, Thurmaston, Leicester, LE4 9HA
What you can expect from us
Once we’ve received your correspondence, it’s our intention to deal with it as quickly as possible. Our staff are trained to help you and address any concerns you may have.
If we’re unable to resolve your matter immediately, or should we conclude that a more detailed investigation is needed, we’ll be in contact with you within five working days. Usually, most complaints are dealt with within the first four weeks, however, should your case take longer, the member of staff assigned to your case will be in touch to provide updates. Upon the conclusion of our investigation, should you not agree with our findings, you may be able to refer your complaint to the Financial Ombudsman Service. Details on how to do this can be found below and in your policy documentation.
The Financial Ombudsman Service can be contacted at: Financial Ombudsman Service, Exchange Tower, London. E14 9SR.
Telephone: 0800 023 4567 or 0300 123 9123
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk
How to Make a Data Protection Complaint
If you have any concerns about how we use your personal data, you have the right to make a complaint to us.
You can submit a data protection complaint using the contact details below:
Email: enquiries@rhinoprotectinsurance.com
Please provide as much detail as possible about your concern so we can investigate it properly.
What happens next
- We will acknowledge receipt of your complaint within 30 days.
- We will investigate your complaint and keep you informed of progress where appropriate.
- We will provide you with a response and outcome without undue delay.
Escalating your complaint
If you are not satisfied with our response, or you believe we are processing your personal data unlawfully, you have the right to complain to the UK’s data protection regulator:
Information Commissioner’s Office (ICO)
Website: https://ico.org.uk
Address: Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF
We would, however, appreciate the chance to deal with your concerns before you approach the ICO, so please contact us in the first instance.