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Making a Complaint

While RL360° will always go that extra mile to ensure you’re as happy as possible with our service unfortunately, as with any business, we may not get it right every time.


We value your feedback and realise it is how we deal with your complaints that makes all the difference to you. So, tell us what you think. It’s only when you share your experience of our service with us that we can review our processes and make any changes required to improve your customer experience.


How to make a complaint

Please send your complaint to the Customer Relations Manager at:


RL360°

RL360 House

Cooil Road

Douglas

Isle of Man

IM2 2SP

British Isles


You can also send your complaint via email at: customer.relations@rl360.com. If you’d prefer to speak to a customer service representative, you can call us on +44 (0) 1624 681 681.


Please note that if your complaint is about advice you have been given, or the way in which a product was sold to you, you should direct it to your financial adviser.


What you can expect from us

  • We will acknowledge your complaint in writing within five working days of the day we receive it.
  • We will carry out a full and impartial investigation of your complaint and take account of all available information, and write to you with details of the outcome and our decision.
  • If we have not been able to complete the investigation within four weeks, we will write and let you know when we hope to be able to give our response.
  • If the investigation is still not complete after eight weeks and we are not awaiting any information from you, we will write and explain why. If you are not satisfied with the progress made, you may refer the matter to the Financial Services Ombudsman Scheme for the Isle of Man.

Still not satisfied?

If you are not satisfied with the way your complaint has been handled or are not happy with the decision, you may have the option to escalate your complaint through the Financial Services Ombudsman Scheme.


Please note that the Financial Ombudsman Service will not consider your complaint unless it has first been considered by RL360°.


Financial Services Ombudsman Scheme

Thie Slieau Whallian

Foxdale Road

St John’s

Isle of Man

IM4 3AS

British Isles


Telephone: +44 (0) 1624 686 500

Email: ombudsman@iomoft.gov.im


For more information read our Complaints Resolution Procedure leaflet.