Complaints procedure

Making a Complaint

Your complaint is important to us and should be made in the first instance to your usual Marsh contact or you can address your complaint to:

Assurance Manager
Marsh Ireland
Charlotte House
Charlemont Street
Dublin 2, D02 NV26
Ireland
Tel: +353 (0)1 604 8100

Alternatively you can email us at Complaints.Ireland@marsh.com.

Complaint Process

We will aim to resolve your complaint on the spot or if this is not possible within 5 business days of receipt. If you are satisfied, we will send you a response confirming the resolution. If we’re unable to resolve your complaint, we will send you an acknowledgement within five business days of receiving your complaint.

Your complaint will be investigated by somebody who is competent and as far as is possible by an individual who is unconnected to the subject of your complaint. Your complaint will be investigated diligently and will be assessed fairly, consistently and promptly.

You shall receive a regular written update on the progress of the investigation, at intervals no greater than 20 working days. We will try to investigate and resolve a complaint within 40 business days of receiving a complaint. Within 5 business days of the completion of the investigation, we shall advise you in writing of the outcome of the investigation and, if appropriate, explain the terms of any offer or settlement which we are prepared to make in settlement of the complaint. If we’re unable to resolve your complaint within 40 business days, we will write to you and let you know, where possible, when we expect to be in a position to issue our Final Response Letter.

Resolving your complaint

When we have finalised our investigation into your complaint, we will issue our Final Response Letter.

In the event that you are not entirely satisfied with our handling of and response to your complaint, we will inform the complainant of their rights to refer the matter to the Central Bank of Ireland, the Financial Services and Pensions Ombudsman and/or Brokers Ireland. Contact details for each of these organisations can be provided upon request and contacting these organisations will not prejudice your complaint.

If you cannot settle your complaint with us, or the complaint has not been satisfactorily resolved within 40 business days, you may be entitled to refer it to the Financial Services and Pensions Ombudsman: www.fspo.ie. Telephone: + 353 (0) 1 567 7000. A full copy of our complaints handling procedure is available on request.

You have the right to ask us for a copy of any personal data that we hold about you in our records, and to correct any inaccuracies or out-of-date information. Should you wish to do so or if you have any questions about our use of the personal data you provide please contact your regular Marsh Ireland contact or write to the Data Protection Officer (address as above or MarshIreland@marsh.com).