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
“Rivr” and “rivr” are trading names of Rivr Cover Limited, registered in England and Wales (company number 14104261), registered office 124 City Road, London EC1V 2NX. Rivr Cover Limited 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 (Rivr)
Email: [email protected]
Phone: +44 (0)20 8064 4046 (9am to 5pm)
Post: Rivr Cover Limited, 124 City Road, London EC1V 2NX
Or contact our principal, Innovative Risk Labs Ltd
Post: Complaints, Innovative Risk Labs Ltd, 3rd Floor, 86-90 Paul Street, London EC2A 4NE
Email: [email protected] (please put “Complaint” and “Rivr” 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 number;
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. We will also tell you that you can refer the complaint to the Financial Ombudsman Service if you later change your mind.
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, and that you can refer your complaint to the Financial Ombudsman Service now.
Our final response will explain our findings and decision, any offer we make to put things right, and your right to refer your complaint to the Financial Ombudsman Service. We will include a copy of the Ombudsman’s consumer leaflet or a link to it.
Complaints about a claim or the policy itself
If your complaint is about your cover or how a claim has been handled, you can also contact the firm that administers that part of your policy directly.
Sections 1–3 (Buildings, Contents and Your Liabilities): all policies
Post: Bspoke Private Clients, Brookfield Court, Selby Road, Leeds LS25 1NB
Phone: 0333 400 0473
Email: [email protected]
Sections 4–5: policies starting on or after 1 April 2026
For Property Emergency Solutions and Family Legal Solutions, please first call the number you used to report your claim. The team handling your claim should be able to resolve most issues. You can also contact ARAG’s Customer Relations Department directly:
Post: ARAG, Unit 4a, Greenway Court, Bedwas, Caerphilly CF83 8DW
Phone: 0344 893 9013
Email: [email protected]
Sections 4–5: policies starting before 1 April 2026
For Home Emergency and Family Legal Protection, contact Arc Legal Assistance Limited:
Post: Arc Legal Assistance Limited, PO Box 8921, Colchester CO4 5YD
Phone: 01206 615 000
Email: [email protected]
The Financial Ombudsman Service
If you are not happy with our final response, or we have not sent it within 8 weeks, you may be able to refer your complaint to the Financial Ombudsman Service. It is free and independent.
You must refer your complaint to the Ombudsman within six months of the date of our final response. If you do not refer it in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances, for example if it believes the delay was the result of exceptional circumstances.
Post: Financial Ombudsman Service, Exchange Tower, London E14 9SR
Phone: 0800 023 4567
Email: [email protected]
Website: www.financial-ombudsman.org.uk
Financial Services Compensation Scheme (FSCS)
Your insurers depend on when your policy started. Your policy schedule and policy wording show which applies to you.
Policies starting on or after 1 April 2026: Accelerant Insurance UK Limited (Sections 1–3) and ARAG Legal Expenses Insurance Company Limited (Sections 4–5).
Policies starting before 1 April 2026: HDI Global Specialty SE (Sections 1–3) and AmTrust Specialty Limited (Sections 4–5).
If your insurer cannot meet its obligations, you may be entitled to compensation from the Financial Services Compensation Scheme (FSCS). This depends on the type of insurance and your circumstances. More information: www.fscs.org.uk, 0800 678 1100.
Services that are not regulated
This page covers complaints about our regulated insurance business. If Rivr provides any service that is not regulated by the Financial Conduct Authority, that service is not provided under Innovative Risk Labs Ltd’s responsibility, complaints about it are handled separately, and the Financial Ombudsman Service and the FSCS may not cover it.
Help making a complaint
If you need this information in another format, such as large print, Braille, audio or another language, please ask us.
If you have a disability, a health condition or are going through a difficult time, tell us and we will adjust how we deal with you, for example by calling at a time that suits you or communicating in writing only.
You can ask someone else, such as a friend, relative or adviser, to complain on your behalf. We will need your permission to deal with them.
Making a complaint does not affect your legal rights.
Last updated: 13 October 2026