Complaints
Our Commitment to Treating Customers Fairly (TCF)
The fair treatment of customers is central to our business ethos. We are committed to the principles of TCF as set out by the Financial Services Authority and we define the delivery of TCF in relation to the activities we perform as providers of claims management, loss adjusting and fulfillment services, as follows:
- To make it easy for customers to pursue a claim and to set clear expectations as to how each claim will be dealt with in accordance with the terms of the contracts of the Insurers for whom we act
- To keep customers updated on progress throughout the life of each claim, ensuring that the various stages are clearly explained and understood
- Where all or any part of a claim is to be declined, to ensure that the reason for the declinature is explained clearly and in terms the Customer will understand. To ensure that all declinatures are confirmed to the customer in writing and in plain English
- Not to tolerate exaggeration or fraud, recognising the duty owed to the honest majority of customers
- To deal with all complaints received speedily and in an impartial way, demonstrating sound judgement based on all relevant information. To ensure that the root cause of complaints is analysed and fed back to relevant areas to address issues and trends and improve the customer experience
- To ensure that customers are communicated with in a clear manner and in a way that meets their needs
Complaints Process
At Merlin, we strive to deliver the best solution in the market from first notification to settlement of each of claim. Whilst we strive to deliver excellence at all times, we recognise that sometimes things go wrong and if you wish to make a complaint about any aspect of our service, we will endeavour to resolve it quickly, sympathetically and objectively. You can contact us by email, letter, telephone, or fax.
If we cannot resolve your complaint by close of business on the next business day following receipt, our Customer Services Team or your Insurers will write to you giving you full details of the person who will be responsible for investigating your complaint and what action we propose to take to resolve it to your satisfaction. Our complaint handling procedures are fully compliant with the FSA Regulations.
Our Promise
- We will strive to deal with all claims equitably and in accordance with the cover provided by the policy and always try to make sure we provide you with clear information and keep you properly informed of progress, give you correct advice, and make sure that no unreasonable delay occurs in progressing your claim
- Should you wish to complain about any aspect of the service that we have provided, we will deal with your complaint thoroughly, equitably, sympathetically and promptly.
- All complaints will be investigated and resolved independently of the person or persons about whom the complaint has been made.
