Our Complaints Process

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Because your opinion matters

At Rise & Shield, we’re committed to providing you with top-notch service every step of your journey.

We understand that sometimes things don’t go as planned, and when that happens, we want to make it as easy as possible for you to let us know.

We value your feedback. It helps us improve and ensures we provide the best service possible. Here's everything you need to know about our complaints process.

How to submit a complaint

We’ve made it simple to reach us. Choose the option that works best for you:

Email us:

Send your complaint to complaints@riseandshield.com. Please include the following:

  • Your policy number
  • A detailed description of your concern
  • Any supporting documents, if applicable

We’ll confirm receipt of your complaint within 3 business days.

Call us:

Speak to our dedicated complaints team at +44 (0) 1444 473 405.

Our operating hours are Monday to Friday, 8 am - 5 pm UK Time.

Our team will guide you through the next steps to address your concern. 

We aim to resolve most issues during the initial call or provide a timeline for resolution.

What happens next?

Here’s how we handle complaints to ensure a fair and speedy resolution:

Acknowledgement

We’ll confirm receipt of your complaint within 3 business days.

Investigation

Our team will thoroughly review the details you provide, gather any additional information needed, and work to resolve your issue.

Resolution

You’ll receive a detailed response outlining the steps we’ve taken and the outcome. We aim to resolve most complaints within 8 weeks.

Not satisfied?

If you’re not happy with the outcome, don’t worry; we have an escalation process to ensure your concerns are heard.

Internal Review:

Request that your complaint be reviewed by a senior team member. Simply reply to our resolution email or call us.

Independent Review:

On the rare occasion that you are not satisfied with our decision in respect of your complaint, you have the right to refer your complaint to the Financial Ombudsman Service, free of charge.

Do note you must do so within six months of the date of our final response letter.

Please contact the Channel Islands Financial Ombudsman at:

  • Address: PO Box 114 Jersey, Channel Islands, JE4 9QG
  • Telephone: +44 1534 748 610 
  • Email: enquiries@ci-fo.org

Your feedback matters

We’re always striving to improve. Whether it’s a complaint or a compliment, your feedback helps us create better experiences for you and all our customers. Share your thoughts with us anytime!

Our complaints team is here to help: