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 FCA.
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
Email:UKComplaints@marsh.com
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
Complaints
Fidentia House
Walter Burke Way
Chatham Maritime
Chatham
Kent
ME4 4RN
Email: complaints@lloyds.com
Telephone: +44 (0)20 7327 5693
Further information can be found at www.lloyds.com/complaints
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 4567
Email: complaint.info@financial-ombudsman.org.uk
Further information can be found at: http://www.fos.org.uk/