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.

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Is this complaint on somebody else’s behalf?*

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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?*

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Please provide a detailed account of your complaint*

How would you like this complaint to be resolved?

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Our commitment to handling complaints

We know that things don’t always go to plan, and your feedback really matters to us. If you’re unhappy with our products or services, please let us know. It gives us the chance to fix things quickly and improve our service for everyone.

Who will handle your complaint?

If your complaint relates to a service provided by someone else (such as your broker or intermediary), we’ll pass it to them and let you know when this has been done. We’ll also share their contact details, so you know who is taking care of your complaint.

What you can expect from us

We promise to:

• Make sure your complaint is reviewed fairly and carefully by a dedicated specialist
• Try to resolve things as quickly as possible when you first get in touch
• Send you a written acknowledgement within 5 working days
• Call you, where we can, to explain the outcome, followed by a written confirmation
• Aim to provide our final response within 4 weeks and keep you updated if it takes longer
• Keep you informed throughout and aim to fully resolve your complaint within 8 weeks
• If we’re unable to provide a final response within 8 weeks, we’ll explain why and let you know what will happen next

If you're not happy with our response

If you’re still unhappy after receiving our final response, or if 8 weeks have passed since you first raised your complaint, you can refer your case to the Financial Ombudsman Service (FOS).

You have six months from the date of our final response to do this. If you refer your complaint after this, they may not be able to review it unless certain exceptions apply.

The FOS settles disputes between consumers and financial businesses in the UK. They can only look into your complaint once we’ve responded, or 8 weeks have passed.

Contact the FOS:

The Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London
E14 9SR

Telephone: 0300 123 9 123

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

Website: www.financial-ombudsman.org.uk

Privacy Policy

To see how we collect and use your personal data, please click to visit our Privacy Policy.

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