Making a Complaint
Marsh values our clients’ feedback and complaints as a way to review and improve the services provided by us. Our processes seek to ensure that any issues are dealt with in a fair, timely and transparent manner.
Please get in touch if you are unhappy with any of our services so that we can try to put things right.
How you can get in touch
Call or email your Marsh Broker directly
Call us on 0800 627 744 between the hours of 8.30am-5pm weekdays
Use the ‘Contact us’ form on our website stating that you wish to make a complaint
Write to us at PO Box 2221 Shortland Street, Auckland 1140
How we will manage your complaint
In many cases we will be able to resolve your complaint immediately. If we need more time to conduct a review we will acknowledge your complaint within 2 working days. We will let you know our complaint handling process, details of who will be handling your complaint and a timeframe for our further response.
We will endeavour to investigate and resolve your complaint within 20 working days. In doing this we will be fair and strive to understand both sides of the story. We will keep a record of all discussions and correspondence, keep you informed of progress, and provide you with an explanation of our decisions.
Your complaint will be escalated to an appropriate level of authority for a resolution and we will ensure resolutions are consistent with our company policies.
If we can’t resolve your complaint
We expect that our response to you will address the concerns you have raised. If you feel that your concerns have not been appropriately considered, we invite you to submit any further information for consideration.
For our clients who are individuals or small to medium enterprises who are not satisfied with our response or if we have not resolved your issue within 40 working days, you can refer the complaint to our external disputes resolution scheme Financial Services Complaints Ltd (FSCL) (subject to their Terms of Reference).
FSCL offers a free, independent and impartial dispute resolution service for our industry. You can contact them by phone on 0800 347 257, email email@example.com or write to PO Box 5967, Wellington 6140.