Caring for Our Customers

If you have a complaint about our service

We aim to provide our customers with a high level of service by responding quickly to your queries and always keeping you in the picture.

If you have a query, or if our service (or that of any of our insurance partners) ever falls below the standard you would expect, please let us know by following the procedure below. We regard all feedback as valuable in enhancing our service to customers.

If your query or dissatisfaction is about the service provided by Reciproco, the best way to contact us is via e-mail as the address below. Our aim is to respond to all emails by the end of the next working day. You can also contact us by phone or letter.

Reciproco
c/o Insurace4Good Limited
4th Floor
124 Goswell Road
London EC1V 7EJ
Email: CustomerCareTeam@reciproco.co.uk

To ensure a quick response, please include all relevant details (including your registration with us).

If your query or complaint regards your insurer or claims administrator, you should contact them in the first instance. Their contact details can be found in the policy summary.


Keeping you informed

If you make a complaint that we cannot resolve immediately or by the end of the next working day, we will send you a written acknowledgement within five (5) working days. This acknowledgment letter will let you know who is dealing with your concerns.

We will do our best to resolve the matter as soon as possible. We will fully investigate your complaint using all the information available to us and we will make every effort to address your concerns.

To ensure we deal with your complaint fully, our investigations can sometimes take a little longer. If they do, we will provide you with a final response usually within four weeks or explain our position and provide timescales for responding. If our investigations take longer than four weeks, we will keep you fully informed of the position until we are able to provide a final response.


Taking things further

If we fail to offer you a final response within eight weeks of the initial date of your complaint, or if you are not satisfied with our response, you may refer the dispute to the Financial Ombudsman at:

Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London
E14 9GE
Tel: 0800 0234 567/0300 123 9123
Email: complaint.info@financial-ombudsman.org.uk

Register your interest








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Reciproco - c/o Insurace4Good Limited  |   4th Floor  |   124 Goswell Road  |   London EC1V 7EJ

Reciproco is a trading name of Insurance4Good Ltd, which is authorised and regulated by the Financial Conduct Authority (Financial Services Register No 739478).