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Complaints procedure

Making a Complaint

We constantly strive to provide our clients with excellent customer service and always welcome their views. We are committed to dealing with all complaints efficiently, effectively, and fairly.

Our complaint handling guide sets out the process we will follow should you have reason to complain. These procedures follow the requirements and guidance of our regulator, the Financial Conduct Authority.

A complaint can be made in writing, by telephone or in person and should be directed to your usual point of contact in the first instance. Alternatively, you can address your complaint to:

Complaints Department

Marsh Ltd, Tower Place, London, EC3R 5BU

Tel: 020 7357 1000


If you are unhappy with our resolution to your complaint, you may be eligible to refer your complaint to Lloyd’s of London and/or the Financial Ombudsman Service.

Lloyd’s of London Policyholders

If you are a Lloyd’s of London policyholder, you may if you wish, refer your complaint to Lloyd’s. Lloyd’s will investigate the matter and provide a final response. Lloyd’s contact details are as follows:


Complaints, Fidentia House, Walter Burke Way, Chatham Maritime, Chatham, Kent, ME4 4RN


Telephone: +44 (0)20 7327 5693

Further information can be found at

Ultimately, should you also remain dissatisfied with Lloyd’s final response, you may, if eligible, refer your complaint to the Ombudsman.

The Financial Ombudsman Service (FOS)

Exchange Tower, London, E14 9SR

Telephone: 0800 023 4 567


Further information can be found at