Complaints Policy and Procedure

Contact details are as follows:

By mail Phase 1, Washington Mall
Suite 202
Hamilton, HM 11


Complaints Policy Statement

Relm Insurance Ltd. and its affiliates (“Relm”):
  • are committed to providing a high standard of quality services to our client and partners and any other agencies or organisations that utilise our services (“Service Users”);
  • will take seriously any concern or complaint and will look into it promptly, for resolution as quickly as possible;
  • recognise that Service Users have the right to raise concerns or complaints about our services;
  • will ensure Service Users have access to clear information on how to voice complaints and concerns;
  • will handle complaints as Confidential Information as defined by Relm’s polic(ies) whenever possible;
  • will keep a register of all complaints, which will be reviewed regularly by the Compliance Officer to ensure adherence to all governing policies and procedures;
  • agree that the complaints procedure will be part of the process of monitoring the quality, effectiveness and non-discriminatory nature of its services; and
  • confirm that all employees, officers, directors and contractors of Relm are required to read, understand and comply with this policy and its procedures.



2.1 Relm strives for high standards in its services and products and welcomes feedback from anyone who works with us, on all aspects of our services. Such feedback is invaluable in helping us evaluate and improve our work.
2.2 The objectives of Relm’s Complaints Policy and the associated procedures are to:
  • Ensure everyone knows how to make a complaint and how a complaint will be handled
  • Ensure that complaints are dealt with consistently, fairly and sensitively within clear time frames
  • Provide individuals with a fair and effective way to complain about our work
  • Ensure that complaints are monitored to improve our services
2.3 Relm will ensure that we:
  • Listen carefully to complaints and treat complaints as confidential, where possible
  • Record, store and manage all complaints accurately and in accordance with the Data protection Act
  • Investigate the complaint fully, objectively and within the stated time frame
  • Notify the complainant of the results of the investigation and any right of appeal
  • Inform the complainant of any action that will be implemented in order to ensure that there is no re-occurrence
  • Report on an annual basis, the number of complaints received, the outcomes and any actions taken.


Definition of a complaint

3.1 A complaint is any expression of dissatisfaction by an individual, whether justified or not.
3.2 An individual may make a complaint if they feel Relm has:
  • Failed to provide a service or an acceptable standard of service or made a mistake in the way the service was provided;
  • Failed to act in a proper way; or
  • Provided an unfair service.
3.3 This policy and procedure relates only to complaints received about Relm and its services.


Concern or Complaint – Distinction

4.1 It is important to establish the difference between a concern and a complaint. Taking informal concerns seriously at the earliest stage will reduce the likelihood of their developing into formal complaints.
4.2 If you have any concerns about our services please tell us as soon as possible by sending an email to: to allow us to understand your concerns and try to put things right.
To help us fully investigate your concern or complaint, please provide us with the following information (“Required Information”):
  • Your (the complaint) name and address
  • The type of service and in which jurisdiction service was provided
  • Details of services
  • Point of contact on service provided
  • Details of your concern
  • Details of who, in the case of a specific individual, your concern relates to
  • Details of any previous correspondence or feedback on how you would like your concern resolved
4.3 If you are not happy with the response to your concern and/or you want to make a formal complaint please follow the procedure below.


Complaints Procedure

5.1 There are three stages to the complaints procedure:
  • Stage One – Complaint
  • Stage Two – investigation
  • Stage Three – Resolution
5.1.1 Stage One – Complaint
  • The complaint can be written or sent via email as outlined above in section 4.2.
  • In order to be processed, Required Information as outlined in section 4.2 must be received. Complaints received anonymously will be recorded, but action may be limited if further information is required to ensure a full and fair investigation.
  • When Required Information is received the complaint will be allocated a reference number and logged on the complaints register.
  • Complainants will receive an acknowledgement within three (3) working days of receipt of a complete complaint.
5.1.2 Stage Two – Investigation
  • All complaints at this stage are dealt with by the Compliance Officer.
  • If they need to arrange for further details or discussions with the complainant, they will do so within seven (7) working days of receiving the written complaint.
  • Complaints will be fully investigated.
5.1.3 Stage Three – Resolution
  • The complainant will receive written confirmation of the outcome of any investigation any recommendations/remedies made, such as reviewing of policies, staff development and training or appropriate improvement to our services.


Data protection

6.1 To process a complaint Relm will hold personal data about the complainant, which the individual provides, and which other people give in response to the complaint. We will hold this data securely and only use it to address the complaint. The identity of the person making the complaint will only be known to those who need to consider the complaint and will not be revealed to other people or made public. However, it may not be possible to preserve confidentiality in some circumstances, for example, where relevant legislation applied or allegations are made which involve the conduct of third parties.