How to make a complaint
At JM Marketing Limited we pride ourselves on the quality of service we provide to our clients. We do appreciate however, that sometimes things may not go quite as planned. If you are dissatisfied with any aspect of our service, we want you to tell us. We take complaints very seriously and our aim is to resolve any issues you may have quickly and fairly and to improve the service we provide to you and other clients in the future.
If you are unhappy with your policy or how a claim has been dealt with please contact us stating the nature of your complaint, the certificate and/or claim number to Complaints
JM Marketing Ltd
34 Lime Street
or contact us using our online form.
Once we are aware of your complaint we will make sure that it is investigated and reviewed by someone with the authority to take any action necessary to resolve it. If we have been unable to resolve your complaint, we will let you know the reasons why and any further action we will take.
If we have been unable to resolve your complaint in eight weeks, we will write to you explaining the reason as to why this has not been possible. We will also advise you of your right to refer your complaint to the Financial Ombudsman Service (if eligible).
Lloyd’s of London
If your complaint relates to the performance of your policy, your claim or the insurer/JMM, we will investigate the circumstances regarding your complaint and write to you within two weeks with our response. If you are not satisfied with our response or have not heard from us within two weeks, you may refer your complaint to Lloyd’s of London for review. Lloyd’s contact details are below:
Walter Burke Way
Kent ME4 4RN
Telephone: 020 7327 5693
Fax: 020 7327 5225
Details of Lloyd’s complaints procedures are set out in a leaflet “Your Complaint – How We Can Help” available at www.lloyds.com/complaints and are also available from the above address.
If you remain dissatisfied after Lloyd’s has considered your complaint, you may have the right to refer your complaint to the Financial Ombudsman Service (FOS). The contact details for the FOS are The Financial Ombudsman Service, Exchange Tower, London E14 9SR. Telephone 0800 023 4567 (calls to this number are free from “fixed lines” in the UK) or 0300 123 9123 (calls to this number are charged at the same rate as 01 and 02 numbers on mobile phone tariffs in the UK).
The FOS is an independent service in the UK for settling disputes between consumers and businesses providing financial services. You can find more information on the FOS atwww.financial-ombudsman.org.uk.
If you have purchased your policy online you can also make a complaint via the EU’s online dispute resolution (ODR) platform. The website for the ODR platform is http://ec.europa.eu/odr.