Legal and Governance
Complaints
We take every complaint seriously. If something has not met your expectations, we want to hear about it — and we are committed to resolving it fairly, transparently, and within a defined timeframe.
acknowledge receipt
issue final response
a complaint
Last updated: June 2026 · Complaints procedure version 2.1
Our commitment to you
7Re Retakaful is committed to maintaining the highest standards of service and Shariah-compliant conduct. When we fall short, we want to know. Our complaints procedure is designed to ensure every concern is acknowledged promptly, investigated thoroughly, and resolved fairly.
This page explains who can raise a complaint, what to include, how we will handle it, and what options are available to you if you are not satisfied with our response.
Urgent or ongoing issues
If your complaint relates to an active claims settlement, a treaty in the process of attaching, or a time-sensitive regulatory matter, please contact our Compliance team directly at compliance@7re.co.uk and mark your email URGENT. We will prioritise review within one business day.
Who can submit a complaint
We accept complaints from any party who has a legitimate interest in 7Re's conduct, including:
- Cedants and takaful operators — parties who have submitted a risk to 7Re, hold a treaty or facultative arrangement with us, or are in active negotiations
- Cedant employees and intermediaries — individuals acting in a professional capacity on behalf of a cedant
- Claimants — parties with a direct interest in a claim under a treaty where 7Re has retakaful exposure
- Regulatory bodies — complaints received from regulators are acknowledged and routed to our Chief Compliance Officer the same business day
- Website users — any individual with a complaint about our website, marketing materials, or digital services
We do not charge any fee for submitting a complaint and will not penalise any party for raising a concern in good faith.
What to include in your complaint
To help us investigate efficiently, please provide as much of the following as possible when you submit your complaint:
You do not need to have all of this information to submit a complaint. We will ask for any missing details during our investigation.
How to submit your complaint
You may submit a complaint through any of the following channels. All channels are monitored during business hours (Monday–Friday, 08:00–18:00 [timezone]).
Preferred channels
7Re Retakaful
[Address], [City], [Country]
Addressed to
shariah-complaints@7re.co.uk
compliance@7re.co.uk
How we handle your complaint
Every complaint we receive follows a structured four-stage process. You will be kept informed at each stage.
Acknowledgement
We will confirm receipt of your complaint in writing within 5 business days. Your acknowledgement will include the name and contact details of the person handling your case, a unique complaint reference number, and an outline of next steps.
Within 5 business daysInvestigation
Your complaint is assigned to an appropriately senior person with no direct involvement in the matter being complained about. They will review all relevant documentation, speak with the staff involved, and — where your complaint raises Shariah concerns — refer the matter to the Shariah Compliance Unit for assessment.
Ongoing during review periodProgress update
If we are unable to issue a final response within 20 business days, we will contact you with a written update explaining the reason for the delay and a revised target date. We will continue to provide updates every 10 business days until the complaint is resolved.
At 20 business days if unresolvedFinal response
Our final response will set out our findings, our assessment of each element of your complaint, any remedy we are offering, and your options if you remain dissatisfied — including how to refer your complaint to an external body. We aim to issue all final responses within 40 business days of receipt.
Within 40 business daysComplex or multi-party complaints
Where a complaint involves multiple parties — for example, a dispute that also involves the cedant's broker or a co-retakaful arrangement — we will co-ordinate with relevant parties while keeping you informed of progress. We will always issue our own final response, even if we are unable to resolve the wider dispute within our own authority.
If you are not satisfied
If you remain dissatisfied after receiving our final response — or if we have not issued a final response within 40 business days — you may refer your complaint to an external body. The appropriate body will depend on the nature of your complaint and your jurisdiction.
[Regulatory Authority]
If your complaint relates to 7Re's regulated conduct as a retakaful operator, you may refer it to the [relevant regulatory authority] in [jurisdiction].
[ADR / Ombudsman body]
Where an alternative dispute resolution scheme or insurance ombudsman scheme applies to your complaint, we will confirm the relevant body in our final response letter.
AAOIFI / National Shariah Authority
Complaints concerning Shariah compliance that are not resolved internally may be referred to a recognised external Shariah authority or, where applicable, the national Shariah supervisory body in your jurisdiction.
Courts of [jurisdiction]
Nothing in this procedure limits your right to pursue legal remedies available under applicable law. We encourage resolution through this procedure first, but that right is always preserved.
Summary of timeframes
Annual complaints data
In the interests of transparency, 7Re publishes a summary of complaint volumes, categories, and resolution outcomes in its Annual Shariah Disclosure Statement. This is available on the Shariah Governance page.
How we use your personal data
Personal data you provide when submitting a complaint will be used solely for the purpose of investigating and responding to your complaint, and for regulatory reporting where required. We will retain complaint records for a minimum of [X] years in accordance with applicable regulatory requirements.
For full details of how we handle personal data, see our Privacy Policy. To exercise your data rights in connection with a complaint record, contact privacy@7re.co.uk.
Contact details
Still have questions?