Primary Banner Beige

Customer complaints

Markel is committed to providing high-quality and professional service and maintaining fair outcomes for our customers at all times. If you are dissatisfied or have any complaints about your policy or the handling of a claim you should

In the first instance for Markel International policies, please contact us on the following details:

Email: complaints@markel.com

Write to:
Legal and Compliance
Markel International
20 Fenchurch Street
London
EC3M 3AZ

Markel International provides insurance via three separate insurance companies; Markel International Insurance Company Limited (MIICL), Markel Syndicate Management Limited (MSM) which manages Lloyd’s Syndicates 3000 and 1400 and Markel Insurance S.E. (MISE). Please click on the insurance company below that your policy was issued from in order to find the correct Complaints Procedure. If you require any help in finding this information, please do not hesitate to contact either your broker or our legal and compliance team on the details above.

Markel International also provides legal, tax and care sector advice. Please click on the Markel Law tab for the Complaints Procedure for legal services. For tax and care advisory services please see the Markel International Insurance Company Limited below.

  • Markel Syndicate Management (MSM)
    Markel Syndicate Management Complaints Procedure (Lloyd's)

    In the event that you wish to make a complaint you may contact us on the following details where you will be assigned an independent and impartial complaints handler to investigate your complaint. We will investigate your complaint as quickly as possible and will provide you with a response no later than 2 weeks of receiving your complaint.

    Telephone: +44 (0)20 7953 6020

    Email: complaints@markel.com

    Write to:
    Legal and Compliance
    Markel International
    20 Fenchurch Street
    London
    EC3M 3AZ

    Lloyd's

    Should you remain dissatisfied with the response that you receive from us, 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
    Lloyd's
    Fidentia House
    Walter Burke Way
    Chatham Maritime
    Chatham
    Kent ME4 4RN

    Email: complaints@lloyds.com

    Telephone: +44 (0)20 7327 5693

    Fax: +44 (0)20 7327 5225

    Website: https://www.lloyds.com/resources-and-services/make-a-complaint/complaints-handling

    Financial Ombudsman Service (FOS)

    Alternatively, should you remain dissatisfied with Lloyd's final response, you may, if eligible, refer your complaint to the Financial Ombudsman Service (FOS). The Financial Ombudsman Service is an independent service in the UK for settling disputes between consumers and businesses providing financial services. The FOS’s contact details are as follows:

    Financial Ombudsman Service
    Exchange Tower
    London
    E14 9SR

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

    Telephone: 0800 0234 567 (landline) | 0300 123 9 123 (mobile)

    Website: www.financial-ombudsman.org.uk

    You will find the Complaints Procedure for Lloyd's here: MSM Complaints Procedure

  • Markel International Insurance Company Limited (MIICL)
    Markel International Insurance Company Limited Complaints Procedure

    In the event that you wish to make a complaint you may contact us on the following details where you will be assigned an independent and impartial complaints handler to investigate your complaint. We will investigate your complaint as quickly as possible and will provide you with a response no later than 8 weeks of receiving your complaint.

    Telephone: +44 (0)20 7953 6020

    Email: complaints@markel.com

    Write to:
    Legal and Compliance
    Markel International
    20 Fenchurch Street
    London
    EC3M 3AZ

    Financial Ombudsman Service (FOS)

    Alternatively, should you remain dissatisfied with the final response, you may, if eligible, refer your complaint to the Financial Ombudsman Service (FOS). The Financial Ombudsman Service is an independent service in the UK for settling disputes between consumers and businesses providing financial services. The FOS’s contact details are as follows:

    Financial Ombudsman Service
    Exchange Tower
    London
    E14 9SR

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

    Telephone: 0800 0234 567 (landline) | 0300 123 9 123 (mobile)

    Website: www.financial-ombudsman.org.uk

    You will find the Complaints Procedure for Markel International Insurance Company Limited here: MIICL Complaints Procedure

  • Markel Insurance S.E. (MISE)
    Markel Insurance S.E. Complaints Procedure

    In the event that you wish to make a complaint you may contact us on the following details where you will be assigned an independent and impartial complaints handler to investigate your complaint. We will investigate your complaint as quickly as possible and will provide you with a response no later than the time frame set out by your local insurance regulator. This will be provided to your within your acknowledgement letter.

    Telephone: +44 (0)20 7953 6020

    Email: complaints@markelintl.com

    Write to:
    Legal and Compliance
    Markel International
    20 Fenchurch Street
    London
    EC3M 3AZ

    If you were sold this product online or by other electronic means and within the European Union (EU) you may refer your complaint to the EU Online dispute Resolution (ODR) platform. Upon receipt of your complaint the ODR will escalate your complaint to your local dispute resolution service – this process is free and conducted entirely online. You can access the ODR platform here

    Alternatively, should you remain dissatisfied with the final response, you may, if eligible, refer your complaint to your local External Dispute Resolution (EDR) service. We will provide you with the contact details of the EDR who, if eligible, you may be able to refer your complaint to.

    You will find the Complaints Procedure for Markel Insurance S.E. here: MISE Complaints Procedure

  • Markel Law
    If you have a complaint

    If you have a complaint, please contact Michael Black who will be responsible for dealing with client care issues.

    You can contact him by post at Markel Law LLP, 11th Floor, 82 King St, Manchester, M2 4WQ, via email at michael.black@markel.com or by telephone on 0345 351 0025.

    On receipt of a complaint
    • We will acknowledge receipt of your complaint promptly.
    • We will ensure an appropriately qualified and senior individual investigates your complaint.
    • We will investigate your complaint fully and provide you with a comprehensive response including the decision arrived at as soon as reasonably practicable and in any event within 28 days of receipt of your complaint. If it is not possible to respond within 28 days you will be notified of the reasons for this and provided with a further timescale for a final response which will be no longer than 8 weeks from the date of the complaint.

    If you are dissatisfied with the outcome

    At this stage, if you are still not satisfied, you should contact us again and we will arrange for a member of the senior leadership team who has not had any dealings with your matter to review the initial decision.

    We will write to you within 28 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.

    Legal Ombudsman Service

    Once our own procedure is complete, if you are still not satisfied with our handling of your complaint or the outcome, you may contact The Legal Ombudsman Service by post at PO Box 6806, Wolverhampton WV1 9WJ, by email at enquiries@legalombudsman.org.uk or by telephone on 0300 555 0333 and ask them to consider the matter. You are required to allow us adequate time to satisfactorily resolve your complaint before referring the matter to The Legal Ombudsman but you must contact the Ombudsman within six months of the final response from ourselves. Details of further time limits and conditions that may apply can be found at www.legalombudsman.org.uk or directly from the Ombudsman’s office.

    If you wish to make a complaint of discrimination or harassment, you should also use this complaints procedure.

    Alternative complaints bodies, such as Ombudsman Services, ProMediate and Small Claims Mediation exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme.

    We do not automatically agree to use these schemes but would discuss this with you.

    Objecting to our bill(s)

    You also have the right to object to our bill by applying to the court for an assessment of the bill under Part III of the Solicitors Act 1974.

    Non-payment of our bill(s)

    You should be aware that the firm may be entitled to charge interest if all or part of our bill(s) remains unpaid.