Our Promise to You
At Marley Risk Consultants, we are committed to delivering a high standard of service, and we always aim to get things right. That being said, we know that sometimes things do not go as expected. We value all customer feedback, and every complaint helps us to improve. We use what we learn to strengthen our service and prevent issues from happening again.
If you feel that the service you have received from us has not met your expectations, please tell us as soon as possible so we can look into it and put things right.
FAQs
What is your complaints procedure?We treat all expressions of dissatisfaction about our services as complaints.
Our aim is to provide quick and fair resolutions to all complaints. There may be times when further investigations are needed on more complex cases. However, in all circumstances, we will keep you informed of our progress and look to provide a final response within 8 weeks of receiving your complaint.
How do I appoint a third-party representative?If you want someone to raise or handle your complaint, send a complaint mandate with:
Your Full Name
Your address
Policy number (if known)
Claim reference (if known)
Representative’s full name
Their relationship to you
Confirmation authorising them to manage your complaint.
Once we receive the mandate, we will raise the complaint and liaise with your representative.
Can I appeal a final response?You have the right to refer our final responses to complaints to the Financial Ombudsman Service. Referrals must be made within 6 months of our final responses being issued. Further details on how to contact the Financial Ombudsman Service can be found within your final response letter.