Complaints procedure

We aim to please - but we know that sometimes things go wrong. If you have a problem or complaint, we want to know. Most problems can be dealt with by sending an email to We will endeavour to investigate your complaint and respond to you as quickly as possible. We undertake to either deal with your complaint, or acknowledge its receipt and confirm the timescales for a full response, within three working days of receipt.

If you are not satisfied with the response to your complaint, you may send a further email for the attention of the General Manager to (or write to the General Manager, NatWest RiskRemedy, Unit 2, Imperial Place, Maxwell Road, Borehamwood, Herts, WD6 1JN), with the reasons for your continued dissatisfaction. A separate and thorough review of your complaint will be conducted and a response sent directly to you.