The Rothbury team take our obligations to you very seriously. We think most issues can be resolved by talking to each other. However, if you want to escalate an issue beyond your broker or the claims specialist please contact your local Branch Manager. A full list of branches is available on our website We’ll get right onto it and endeavour to resolve any issues as quickly as possible. If the issue is not resolved to your satisfaction you may ask for the matter to be referred to our Complaints Officer. Your complaint will be acknowledged in writing and we will endeavour to resolve the issue within 20 working days. If an issue cannot be resolved satisfactorily we will refer you to our disputes resolution scheme provider, Financial Services Complaints Ltd (FSCL). Please go to the website for additional information on their services. If you’re unhappy 21