Customer complaints

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 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. 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

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.