Often when things go wrong, concerns can be resolved quickly by speaking to your broker or intermediary, or the Markerstudy team dealing with your claim. If a dispute regarding your policy or claim should arise that cannot be resolved, you can tell us about it by completing our online complaint form.

Title* Please Select Mr Mrs Miss Ms Doctor Other

Forename*

Surname*

Please state your address*

Is this complaint on somebody else’s behalf?*

Yes No

Please state your relationship.* Please Select Executor Named Driver MP Non-Customer Power of Attorney Press Relative Solicitor Third Party Claims Company Company Policy or Third Party Capture Complainant

Is your complaint about a claim?*

Yes No

Markerstudy Policy Number*

Claim Reference (if applicable)

Vehicle Registration (if applicable)

Best Contact Number*

Email Address*

Please provide a detailed account of your complaint*

How would you like this complaint to be resolved?

Send Complaint

 

Response Time

Where we are unable to resolve your complaint by the end of the third business day after receipt, you can expect the following from us:

• acknowledgement of your complaint in writing within 5 business days after receipt. This will state who is handling the complaint;
• we will aim to resolve your complaint within 4 weeks of receipt, unless the matter is complicated, or where other organisations need to be contacted. Where this is the case, we will still let you know what action is being taken and tell you when we expect to provide you with a final response;
• our goal is to ensure that you receive a final response letter within 8 weeks of receipt of your complaint. If we are still unable to provide you with a final response at this stage, we will write to you explaining why, and inform you when you can expect a final response. 

What is a final response?

This letter should clarify the final position in relation to your complaint and any actions agreed.

The Financial Ombudsman Service

What you should know

You may initially go directly to The Financial Ombudsman Service with your complaint, but the Ombudsman will only review your complaint at this stage with our consent. However, we are still required to follow the procedure as stated above in the Response Time section.

If more than 8 weeks from the date of your complaint has passed and you have not received a final response, you may refer your complaint to the Financial Ombudsman Service.

If you have received a final response but are dissatisfied, you have the right of referral to the Financial Ombudsman Service within 6 months of the date of the final response letter. You may refer to the Financial Ombudsman Service beyond this time limit if we have provided our consent in the final response letter.

The Financial Ombudsman Service will let you know that they have received your complaint and what the next steps will be.

Contact Details:

The Financial Ombudsman Service,
Exchange Tower
London
E14 9SR

Telephone: 0300 123 9123

Website: www.financial-ombudsman.org.uk

Email: Complaint.info@financial-ombudsman.org.uk

The Financial Ombudsman Service will consider your complaint impartially and we are bound by their decision.

If you have a query relating to a claim, visit the Claims page here.

Alternative ways of making your complaint:

Markerstudy Customer Relations
Markerstudy Insurance Services Limited
PO Box 727
Chesterfield
S40 9LH

Tel: 0344 705 0633

Email: Complaints@markerstudy.com