Renaissance Endowment Review Services and Renaissance Easy Claim - Internal Complaint Handling Process

We endeavour to provide a top class level of service, if you believe we have in any way let you down, we would like to hear from you.

If you have a complaint about any aspect of the service we have provided please contact our Client Liaison Manager in one of the following ways :-

• By email at easiestclaim@rmortgages.co.uk
• By telephone on 0800 977 4542
• By post at Unit 2, Watts Barn, Badbury, Wilts SN4 0EU

Please describe your complaint in as much detail as possible.

Once we have received your complaint we will respond as follows :-

• Within 5 days of receipt, we will acknowledge your complaint by either email or post
• We will then start to investigate your complaint. This investigation will be conducted by someone not directly involved with the aspect of service about which you are complaining
• The Client Liaison Manager will review any response before you receive it
• If we are still investigating the issues you have raised 4 weeks after receipt of your complaint we will let you know we are still investigating
• If we are still looking at it after 8 weeks we will notify you again and at this point inform you of your right to refer the matter to our regulator at the Ministry of Justice

You will receive a written response to your complaint detailing the investigation and what if any remedial action we propose. At that stage we will also detail what you can do to refer the matter to our regulator of you remain unsatisfied.

As our investigation will need to take account of various accounts of events we can only investigate those which refer to matters up to 6 months after the event about which you wish to complain.