Your complaint is important to us and should be made in the first instance to your usual Marsh contact. Alternatively you can address your complaint to:
Complaints Department Marsh Ltd
Lower Castle Street Bristol
We will aim to resolve your complaint on the spot or if this is not possible within three business days of receipt. If you are satisfied, we will send you a response confirming the resolution. If we’re unable to resolve your complaint, we will send you an acknowledgement within five business days of receiving your complaint.
Your complaint will be investigated by somebody who is competent and as far as is possible by an individual who is unconnected to the subject of your complaint. Your complaint will be investigated diligently and will be assessed fairly, consistently and promptly.
We will undertake a thorough investigation of your complaint, which may take time. However, in the event that we have been unable to conclude our enquiries within a four week period, we will contact you with the reason why. If we’re unable to resolve your complaint within an eight week period, we will write to you and let you know, where possible, when we expect to be in a position to issue our Final Response Letter.
If you are eligible, we will also provide you with details of your right to refer the matter to the Financial Ombudsman Service.
When we have finalised our investigation into your complaint, we will issue our Final Response Letter. Our final response will be:
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.
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:
London EC3M 7HA
Telephone: +44 (0)20 7327 5693
Fax: +44 (0)20 7327 5225
Ultimately, should you also remain dissatisfied with Lloyd’s final response, you may, if eligible, refer your complaint to the Ombudsman.
You may be eligible to refer a complaint to the Ombudsman if:
Please note that if you wish to refer your complaint to the Ombudsman, this must be done within 6 months of the date of our Final Response letter, or you may lose that right. Details of this right and an explanatory leaflet will be provided with your final response letter.
Further information can be found on the Ombudsman’s website and within their leaflet ‘Want to take your complaint further?’ The address of the Ombudsman is:
The Financial Ombudsman Service (FOS) Exchange Tower
Telephone: 0800 023 4 567
FOS Website: http://www.fos.org.uk/