We are committed to resolving your complaint fairly and quickly. In most cases this can be done if you contact us as soon as possible. We will try to resolve your complaint by listening to your concerns and agreeing a solution with you.
If you’re not completely happy with our service, we’d like to hear about it – that way, we can do something to put it right. At Marsh Finance, we do everything we can to make sure our customers get the best possible service. However, sometimes, we don’t get things right first time. When that happens, we always encourage you to tell us about your complaint, so that we can put matters right. We want to:
If you have a complaint about any aspect of our service, we would like to hear from you. You can tell us about your concerns in the following ways:
We do have 8 weeks to resolve complaints, however, we aim to solve your concerns straight away in an impartial manor. If we are able to resolve your complaint within 3 working days, we will issue a Summary Resolution Communication (Final Response Letter) to you. If we have not been able to resolve your complaint within 3 working days, we will write to tell you in the form of an Acknowledgement Letter which is issued usually within 5 working days of receiving your complaint. This letter contains the following information:
We endeavour to resolve most complaints within two weeks. If your complaint is particularly complex, it may take longer to resolve and could take the full 8 weeks in limited cases. We will however contact you regularly until your complaint has been resolved.
If we can’t agree an acceptable resolution to your complaint within eight weeks we will:
You may be eligible to refer your complaint to the Financial Ombudsman Service.
We will send you a leaflet/link telling you more about the Financial Ombudsman Service and explaining your referral rights if we haven’t been able to resolve your complaint within eight weeks, and with our Final Response Letter.
If we cannot reach agreement with you, we will issue you with a Final Response Letter. This letter will clearly set out our position in relation to your complaint.
Our aim is to resolve all complaints internally. However, if you are not satisfied with our decision, or if eight weeks have passed since you first brought your complaint to our attention, you may be able to refer your complaint to the Financial Ombudsman Service.
If you want the Financial Ombudsman Service to look into your complaint, you must contact them within six months of the date of any final response issued.
Contact details for the Financial Ombudsman are as follows;
Write to: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Phone: 0800 234 567 or 0300 123 9 123
The Financial Ombudsman Service offers a free independent service and they can help with most financial complaints. However, there are some limitations on what the Financial Ombudsman Service can look into, and further information about this can be obtained from them directly.
For products and services bought online you have the right to refer any complaint to the EU Online Dispute Resolution service (ODR) who can put you in touch with the right body to help resolve your complaint. You can access the ODR at this link: https://ec.europa.eu/consumers/odr
As we’re a UK Financial Services business, the ODR will refer you to the Financial Ombudsman Service (FOS) as the alternative dispute resolution body. The FOS will refer you to our complaints process, unless you’ve already been through this. So you might prefer to go straight to the FOS after you’ve been through our complaints process (see more information about the FOS above).
If you decide to use the ODR platform, when you complete the form online please include the following e-mail address as our contact point: firstname.lastname@example.org