Complaints

We want to put things right if something has gone wrong. This page explains how to complain, what will happen and who is responsible.

Who we are and who is responsible

IBL Re is a trading name of Insure Beyond (UK) Ltd, registered in England and Wales (company number 06758959), registered office 34 Lime Street, London EC3M 7AT. Insure Beyond (UK) Ltd is an appointed representative of Innovative Risk Labs Ltd, which is authorised and regulated by the Financial Conduct Authority (FRN 609155).

Innovative Risk Labs Ltd ("IRL") is our principal. IRL is responsible for our regulated insurance business, including complaints about it. We handle complaints under IRL's complaints procedure, and IRL oversees how every complaint is handled. You can complain to us, or directly to IRL, using the details below.

How to complain

You can complain by phone, email, post or any other reasonable means. Making a complaint is free.

Contact us (IBL Re):

Phone: +0203 544 4877

Email: info@iblre.co.uk

Post: 34 Lime Street, London EC3M 7AT

Or contact our principal, Innovative Risk Labs Ltd:

Complaints, Innovative Risk Labs Ltd, 3rd Floor, 86-90 Paul Street, London EC2A 4NE

Email: info@innovativerisk.co.uk (please put "Complaint" and "IBL Re" in the subject line)

Phone: 0330 122 6755

Calls to 03 numbers cost the same as calls to 01 and 02 numbers and are included in inclusive minutes.

Please tell us:

  • Your name and how we can contact you

  • Your policy or placement reference

  • What went wrong, and when

  • What you would like us to do to put it right

  • Copies of any relevant documents or emails

What happens next

Quick resolution: If we resolve your complaint to your satisfaction by the end of the third business day after we receive it, we will write to you to confirm this

Acknowledgement: Otherwise, we will acknowledge your complaint in writing promptly, normally within 5 business days. We will tell you who is dealing with it and that we will respond within 8 weeks.

Updates: We will keep you informed while we investigate.

Final response within 8 weeks: By the end of 8 weeks from the date we receive your complaint, we will send you either our final response, or a written response explaining why we cannot yet give a final response, when we expect to.

Our final response will explain our findings and decision, any offer we make to put things right.