Complaints
procedure.

We aim to provide a high standard of service. If something has gone wrong, please tell us so we can put it right.

If you are unhappy with any part of our service, we want to hear from you. This page explains how to complain and what you can expect from us.

How to make a complaint

You can contact us by:

If your complaint is about a claim, you can also contact our claims team at accelerant@dwfgroup.com. If your insurance was arranged through a broker, you can also contact your broker, who will pass your complaint to us.

What to include

To help us look into your complaint quickly, please tell us:

  • your name and contact details;
  • your policy or claim number, if you have one;
  • what your complaint is about and what went wrong;
  • what you would like us to do to put things right.

What happens next

When we receive your complaint, we will:

  • acknowledge it promptly and tell you who is dealing with it;
  • investigate it fairly and keep you updated on our progress;
  • send you a final response in writing, explaining our decision and any action we will take.

We aim to resolve complaints as quickly as possible. If we cannot give you a final response within eight weeks of receiving your complaint, we will write to explain why and when we expect to respond.

The Financial Ombudsman Service

If you are not happy with our final response, or we have not sent one within eight weeks, you may be able to refer your complaint to the Financial Ombudsman Service. This service is free. You normally need to contact the Ombudsman within six months of the date of our final response.

Contacting us or the Ombudsman does not affect your right to take legal action.

About us

RE:NU Underwriting is a trading style of RENU Limited, an Appointed Representative of Century Underwriting, which is authorised and regulated by the Financial Conduct Authority. You can check our status on the Financial Services Register.