Complaints

We strive to make sure every World First customer receives the quality service they should expect. But we know it can be frustrating if you feel your experience with us was unsatisfactory. That's why we have a clear complaints procedure for you to make your feelings known.

How to make a complaint

The complaints procedure is simple - whether you are unhappy with your level of cover, or your interaction with one of our customer service representatives.

To help make sure your comments are investigated promptly, please share as much detail about your complaint as possible. Key information includes your policy number or your name and address, the date and time of any relevant phone calls and a full breakdown of your grievance.

The details below will ensure your complaint reaches the right place.

If your complaint relates to the service you have experienced with World First:

Just email complaints@rothwellandtowler.co.uk or call 0345 90 80 171. Alternatively you can write to:

The Complaints Manager
Rothwell & Towler (2013) Ltd
Tourism House
Woodwater Park
Pynes Hill
Exeter
EX2 5WS

If your complaint relates to the way a claim was handled, the emergency assistance provision or anything else concerning the actual policy itself then please refer to your Policy Wording for the insurer Complaints Procedure.

What happens next if your complaint is about World First?

As you would hope, we seek to resolve complaints fairly and without bias. Once you have submitted a complaint, we will acknowledge receipt of your comments within 24 hours. We will then begin an investigation and get back to you with a resolution as soon as we can - usually within five days.

If your complaint requires further investigation, we will let you know and try to resolve your case within four weeks. We know it's frustrating to be left waiting, so we promise to do our best to react to your complaint as quickly as possible. You will receive clear updates from us throughout the investigation process.

Whilst we do not handle complaints about claims or assistance you can expect a similar standard from your insurer too.

Resolving your complaint

If after an investigation we believe your grievance is legitimate, we will get in touch to explain how we plan to rectify the situation. We will also share with you some of the measures we have put in place to ensure the same thing doesn't happen again.

Escalating your complaint

If you are unhappy with the outcome of your complaint, you are entitled to ask us to reassess your comments - especially if you have new information that wasn't made available to us when you submitted your original complaint.

Alternatively you may wish to ask the Financial Ombudsman Service to review your complaint. The FOS is a free and impartial service created by the government to resolve complaints between financial businesses and their customers.

Should you wish to take your comments to the FOS, we will give you all the information you need. Alternatively you can email complaint.info@financial-ombudsman.org.uk or find out more by calling the FOS on 0800 023 4567 or visiting www.fos.org.uk. This must be done within 6 months of our final response. The FOS will inform you directly of its decision. Referral to the FOS will not prejudice your right to take subsequent legal proceedings.

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