Our complaints process
Making a Complaint
If you are unhappy with any of our services please contact us so that we can try to put things right.
You may contact Marsh in one of the following ways:
- Contact your Marsh relationship manager directly
- Call us on 0800 627 744 between the hours of 8.30am-5pm weekdays
- Mailing us at PO Box 2221 Shortland Street, Auckland 1140
- Completing our online ‘Contact us’ form and state you wish to make a complaint.
How we will review your complaint
In many cases we will be able to resolve your complaint immediately. If we need more time to conduct a review, we will send you an acknowledgement letter within 5 days of receiving your complaint. The letter will provide our timeframe to respond to you and the name and job title of the person who will be managing your response.
We will provide you with a written update within 20 working days of receiving your complaint. If we are unable to provide a full response to you at that point, our letter will explain why we are not yet in a position to do so and tell you when we will next contact you.
40 working days after the receipt of your complaint we will issue a final resolution. If we need to continue our review past this point, we will explain to you the reason for the delay and the required timeframe to provide a full response. At this point, if you feel that the delay is unsatisfactory, you can redirect your complaint to our external dispute resolution service provider.
If we can’t resolve your complaint
We expect that our response to you will have addressed the concerns you have raised. If you feel that your concerns have not been appropriately considered, we invite you to submit any further information for consideration.
If we are unable to resolve your complaint despite our best effort, we will issue a letter of ‘deadlock’ stating that the complaint is unlikely to be resolved internally, providing you with the option to have your complaint considered by a consumer dispute resolution service free of charge (subject to their Terms of Reference).
The contact details for our external dispute resolution service provider are:
Financial Services Complaints Limited
PO Box 5967, Wellington 6011
Ph: 0800 347 257
Email: [email protected]
The information contained within the newzealand.marsh.com public web site is based on sources we believe reliable and should be understood to be general risk management and insurance information only. The information is not intended to be taken as advice with respect to any individual situation and cannot be relied upon as such.
Statements concerning legal, tax or accounting matters should be understood to be general observations based solely on our experience as insurance brokers and risk consultants and should not be relied upon as legal, tax or accounting advice, which we are not authorised to provide.