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Meridian Commercial Insurance - Complaints Procedure

Our aim at Meridian Commercial Insurance is to give excellent service to all of our customers, but we also recognise that things can go wrong occasionally. We take all complaints we receive seriously and aim to resolve all of our customers’ problems promptly. To ensure that we provide the kind of service you expect, we always welcome your feedback. We will record and analyse your comments to make sure we continually improve the service we offer.

What will happen if you complain

  • Your complaint will be acknowledged within 2 working days of receipt.
  • We aim to resolve complaints within 5 working days.
  • Once an assessment and full investigation of your concerns has been made, we will respond to you with a decision in writing.

Most of our customers’ concerns can be resolved quickly, but occasionally more detailed enquiries are needed. If this is likely, we will contact you with an update and give you an expected date of response. This will not be beyond 20 working days from when you first made your complaint.

Our final response to your complaint will be submitted to you no later than 40 working days from the date when you first made your complaint. If you are dissatisfied with our final decision, you can refer the matter to the Financial Ombudsman Service (FOS). The FOS will only consider your complaint if you have given us the opportunity to resolve it and you are an eligible complainant, this is defined as a;

  • a private policyholder
  • a business with a group annual turnover of less than £1 million
  • a charity with an annual income of less than £1 million
  • a trustee of a trust with a net asset value of less than £1 million

If we do not resolve your complaint within 40 working days, the FOS will accept a direct referral of the complaint from you.

Whilst we are bound by the decision of the FOS, you are not. Following the complaint procedure does not affect your right to take legal action.

I wish to make a complaint - what should I do?

These are the steps you should take if dissatisfied;

Step 1

Seek resolution by your insurance adviser or usual point of contact If you are disappointed with any aspect of the handling of your insurance, we would encourage you, in the first instance, to contact the manager concerned. You can write or telephone, whichever suits you, and ask us to review the problem.

Step 2

Refer your complaint to our Chief Executive If you remain unhappy with the decision you receive, please write with full details including Policy number and/or claim number to:

The Managing Director
Meridian Commercial Insurance (Services) Ltd
8 Invicta Business Centre
Orbital Park
Ashford
Kent TN24 0HB

A review of the matter will then be carried out a senior level and a final decision given to you in writing

Step 3

Refer your complaint to the Financial Ombudsman Service If, after making a complaint to us, you are still unhappy and you feel the matter has not been resolved to your satisfaction, please contact the FOS at:

Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London E14 9SR