Make a Complaint
At Regent International, we want to ensure complete client care at all times, and we value your feedback should any issues arise. To ensure the most appropriate action is taken to rectify any issues, we must provide as much information as possible.
When contacting our team, please detail the following:
- Your full name and address
- Your policy number
- Details of your complaint
- When is the best time to contact you, and how
Please contact us using any of the options below:
Please email us on complaints@regent-international.co.uk
Post
Regent Asset Management International, trading as Regent international.
Complaints Team
78 Pall Mall
London
SW1 5ES
What happens when you make a complaint?
Should you have reason to submit a complaint, please be assured that our team will endeavour to resolve such issues within 3 working days. In the event we are unable to do so, we will:
- Write to you confirming that we have received your complaint within 3 working days.
- Investigate your complaint thoroughly and fairly and issue a Final Response Letter within 8 weeks from receipt of your complaint. This is in accordance with guidelines laid down by the Financial Conduct Authority.
- Contact you if we require any further information and will keep you informed of progress.
- Endeavour to resolve your complaint as soon as possible.
What you can do if you're not happy with the outcome
Should the proposed resolution not meet with your expectations, you have the right to contact the Financial Ombudsman Service and request an independent review.
The Financial Ombudsman Service exists to help resolve complaints when a mutually satisfactory resolution has not been found. The service it provides is free of charge and is impartial. Whilst we are bound by its decision, you are not, and contacting this service will not affect your legal rights.
You can contact the Financial Ombudsman Service using any of the options below:
Telephone: 0800 023 4567 (Mon – Fri: 08:00 – 20:00, Sat: 09:00 – 13:00, Sun: Closed)
- Email: complaint.info@financial-ombudsman.org.uk
- Website: financial-ombudsman.org.uk/consumer/complaints.htm
- Post: The Financial Ombudsman Service, Exchange Tower, London E14 9SR.
You can also find more information at www.financial-ombudsman.org.uk ‘Your Complaint and the Ombudsman’.
What happens if Regent International is no longer in business?
The Financial Services Compensation Scheme (FSCS) exists to protect you in the event that Regent International is no longer in business. The service it provides is independent and free to use.
You can contact the FSCS to find out if you are eligible, under its rules, to claim compensation via its scheme.
You can contact the FSCS using any of the options below:
Telephone: 0800 678 1100 or international +44 207 741 4100 (Lines open Monday–Friday, 9am–5pm, excluding public holidays.)
- Email: By completing its online form https://www.fscs.org.uk/contact-us/
- Website: https://www.fscs.org.uk/
- Post: Financial Services Compensation Scheme, PO Box 300, Mitcheldean, GL17 1DY
