Marrs Insurance Brokers
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0333 200 1899
(local call rates apply)
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Marrs Insurance Brokers is a trading name of The Not Too Boring Company Ltd. Registered in England & Wales, Registered No. 09026225.
Marrs Insurance Brokers is an appointed representative of TEn Insurance Services Ltd which is authorised and regulated by the Financial Conduct Authority.
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Complaints Procedure
(Last updated: 13/06/2022 v1)
TEn Insurance Services Ltd
Marrs Insurance Brokers Complaints Procedure
Marrs Insurance Brokers will do its best to provide you with a high level of service and Customer care every time. However, sometimes things can go wrong and we may fail to meet your expectations. Our internal Complaints procedures allow us to deal with Complaints fairly, effectively and promptly. If you think we have let you down, please tell us why.
What you need to do if you have a Complaint
You should raise your Complaint with us by telephone, email, letter, and fax or in person to:
Marrs Insurance Brokers
Mark Coffer
Managing Director
Moffats Lodge, Moffats Lane, Brookmans Park, Hatfield, Herts, AL9 7RW
0333 200 1899 / mark@marrsinsurance.com
How we will handle your Complaint
We will endeavour to resolve your Complaint as quickly as possible. If we are unable to resolve your Complaint by close of business on the third business day after receipt, the Complaints team at TEn Insurance Services Ltd will:
• Acknowledge your Complaint promptly and in writing
• Work with us to investigate your Complaint
• Advise you of the person dealing with your Complaint and how you can contact them
• Provide a final response to your Complaint within 8 weeks of receipt
If a resolution cannot be reached
If you are dissatisfied with the Final Response, you have the right to refer your complaint to the Financial Ombudsman Service, free of charge but you must do so within six months.
If you do not refer your complaint in time, the Ombudsman will not have the permission of TEn Insurance Services Ltd to consider your complaint, and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.
Contact details are as follows
Address: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR Tel: 0800 023 4567
Email: Complaint.info@financial-
Further information is available on the Financial Ombudsman Service website www.financial-
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