International customer complaints

Markel is committed to providing high-quality and professional service and maintaining fair outcomes for our customers at all times. If you are dissatisfied or have any complaints about your policy or the handling of a claim you should

In the first instance for Markel International policies, please contact us on the following details:

Email:

complaints@markelintl.com

Write to:

Legal and Compliance
Markel International
20 Fenchurch Street
London
EC3M 3AZ

Markel International provides insurance via three separate insurance companies; Markel International Insurance Company Limited (MIICL), Markel Syndicate Management Limited (MSM) which manages Lloyd’s Syndicates 3000 and 1400 and Markel Insurance S.E. (MISE). Please click on the insurance company below that your policy was issued from in order to find the correct Complaints Procedure. If you require any help in finding this information, please do not hesitate to contact either your broker or our legal and compliance team on the details above.

Markel Syndicate Management Complaints Procedure (Lloyd's)

In the event that you wish to make a complaint you may contact us on the following details where you will be assigned an independent and impartial complaints handler to investigate your complaint. We will investigate your complaint as quickly as possible and will provide you with a response no later than 2 weeks of receiving your complaint.

By telephone:

+44 (0)20 7953 6020

Email:

complaints@markelintl.com

Write to:

Legal and Compliance
Markel International
20 Fenchurch Street
London
EC3M 3AZ

 

Lloyd's

Should you remain dissatisfied with the response that you receive from us, you may if you wish, refer your complaint to Lloyd's. Lloyd’s will investigate the matter and provide a final response. Lloyd's contact details are as follows:

Complaints
Lloyd's
Fidentia House
Walter Burke Way
Chatham Maritime
Chatham
Kent ME4 4RN

Email: complaints@lloyds.com

Telephone: +44 (0)20 7327 5693

Fax: +44 (0)20 7327 5225

Website: https://www.lloyds.com/resources-and-services/make-a-complaint/complaints-handling

 

Financial Ombudsman Service (FOS)

Alternatively, should you remain dissatisfied with Lloyd's final response, you may, if eligible, refer your complaint to the Financial Ombudsman Service (FOS). The Financial Ombudsman Service is an independent service in the UK for settling disputes between consumers and businesses providing financial services.

The FOS’s contact details are as follows:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Email: complaint.info@financial-ombudsman.org.uk

Telephone: 0800 0234 567 (landline)
0300 123 9 123 (mobile)

Website: www.financial-ombudsman.org.uk

You will find the Complaints Procedure for Lloyd's here: MSM Complaints Procedure

  

Markel International Insurance Company Limited Complaints Procedure

In the event that you wish to make a complaint you may contact us on the following details where you will be assigned an independent and impartial complaints handler to investigate your complaint. We will investigate your complaint as quickly as possible and will provide you with a response no later than 8 weeks of receiving your complaint.

By telephone:

+44 (0)20 7953 6020

Email:

complaints@markelintl.com

Write to:

Legal and Compliance
Markel International
20 Fenchurch Street
London
EC3M 3AZ

Financial Ombudsman Service (FOS)

Alternatively, should you remain dissatisfied with the final response, you may, if eligible, refer your complaint to the Financial Ombudsman Service (FOS). The Financial Ombudsman Service is an independent service in the UK for settling disputes between consumers and businesses providing financial services.

The FOS’s contact details are as follows:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Email: complaint.info@financial-ombudsman.org.uk

Telephone:

0800 0234 567 (landline)
0300 123 9 123 (mobile)

Website: www.financial-ombudsman.org.uk

You will find the Complaints Procedure for Markel International Insurance Company Limited here: MIICL Complaints Procedure

 

Markel Insurance S.E, Complaints Procedure

In the event that you wish to make a complaint you may contact us on the following details where you will be assigned an independent and impartial complaints handler to investigate your complaint. We will investigate your complaint as quickly as possible and will provide you with a response no later than the time frame set out by your local insurance regulator. This will be provided to your within your acknowledgement letter.

By telephone:

+44 (0)20 7953 6020

Email:

complaints@markelintl.com

Write to:

Legal and Compliance
Markel International
20 Fenchurch Street
London
EC3M 3AZ

 If you were sold this product online or by other electronic means and within the European Union (EU) you may refer your complaint to the EU Online dispute Resolution (ODR) platform. Upon receipt of your complaint the ODR will escalate your complaint to your local dispute resolution service – this process is free and conducted entirely online. You can access the ODR platform here.

 Alternatively, should you remain dissatisfied with the final response, you may, if eligible, refer your complaint to your local External Dispute Resolution (EDR) service. We will provide you with the contact details of the EDR who, if eligible, you may be able to refer your complaint to.

 You will find the Complaints Procedure for Markel Insurance S.E. here: MISE Complaints Procedure