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Complaints

Our promise of service

Our goal is to give excellent service to all our customers but we recognise that things do go wrong occasionally. We take all complaints we receive seriously and aim to resolve all our customers’ problems promptly and fairly.

What will happen if you complain?

We will acknowledge your complaint promptly.
We aim to resolve all complaints as quickly as possible.
Most of our customers’ concerns can be resolved quickly but occasionally more detailed enquiries are needed. If this is likely, we will contact you with an update within 10 working days of receipt and give you an expected date of response.

What should I do?

You can make a complaint, by phone 0151 294 4544, email enquiries@r2u.co.uk or write to us: The Complaints Officer, R2U Ltd, 13 Canal Street, Bootle, Liverpool, Merseyside, L20 8AB

What you’ll need to tell us so that we can help you
Your personal details
Your claim details or if your complaint is not related to a claim full details of the complaint
What’s gone wrong
What you would like us to do to put things right

What we will do to resolve your complaint

We will acknowledge your complaint within 2 working days and contact you to advise of the intended course of action, we will also follow up all of our communications in writing
We will automatically refer your complaint to our formal complaints procedure should we be unable to resolve it within 3 working days
We’ll treat your complaint fairly
We’ll resolve your complaint as soon as possible and we will try to do this within 10 working days
For more complex issues it’s likely that we will need longer to look into what’s happened and we may ask you for further information to help us reach a decision, we will aim to resolve more complex issues within 30 working days
We’ll give you regular updates every 3-5 working days
We will send a ‘final response’ letter to your complaint within 8 weeks, which will outline our assessment of your complaint and provide you with further information regarding any further options available to you

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We are following Government's safety advice and adjusting our response as the advice is updated. We are ensuring that at all times our services can continue as normal. We are still fully contactable in business hour via telephone or online enquiry. As one of our valued clients, if you have any concerns at all regarding our services and coronavirus pandemic, please contact us.

Covid - 19 Precautions

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