Complaint Procedure

We are committed to providing a high standard of service to you and all our customers. Occasionally we may not live up to our expectations and if this happens, we would like to hear from you. This will allow us to put matters right and make improvements. We value your feedback and thank you for helping us treat all our valued customers fairly.

If you are dissatisfied with the service you receive from us, you can contact us as detailed below.

What is a complaint?

Marshams defines a complaint as an expression of dissatisfaction with the products/service provided by Marshams.   

How to make a complaint

In the first instance, please share your complaint in person with our staff as they are usually best placed to resolve the concern.  If your concern remains unresolved you can write to us at:

Marshams,

88-90 Upper Stone Street,

Maidstone,

Kent,

ME15 6HD

Or e-mail the appropriate departmental manager at one of the following e-mail addresses:

Service Department - service@marshams.co.uk

Sales Department - sales@marshams.co.uk

When you contact us, please give us full details and include information (if you have it) about the area of Marshams that you felt provided a dissatisfactory service.

What happens next

We aim to respond within 48 working hours. If it is not possible to give you a full reply within this time (for example, if your complaint requires a more detailed investigation), we will give you details of who is dealing with your complaint and how to contact them. We will do our best to resolve the concern immediately with as little inconvenience to you as possible and to keep you informed during the process. At any stage you may contact the person handling your complaint and discuss the next steps.

We will keep you informed of the progress being made towards complaint resolution throughout our investigation. Within 8 weeks we will give our Final Response or a further progress report on the investigation.

We will acknowledge where things could have been done better and tell you what will be done to avoid the same thing happening again. Equally, if we do not uphold your complaint, we will let you know why. Our response to you will include details of what to do if you believe your complaint has not been dealt with properly. 

Appeals

After receiving our Final Response, and you do not accept the outcome, or if your Finance or Insurance complaint has not been resolved within 8 weeks then you may appeal to the Financial Ombudsman Service. This was set up by the Financial Services Authority to review unresolved Finance and Insurance complaints.

The Financial Ombudsman Service

South Quay Plaza, Exchange Tower, London, E14 9SR. Tel. 0800 023 4 567 or 0300 1239 123

Enquiries@financial-ombudsman.org.uk

Alternative Dispute Resolution Service (ADR)

If you remain unsatisfied, you can then take advantage of an Alternative Dispute Resolution service (ADR) which can be accessed via the European ODR Platform. This service allows consumers, traders and ADR providers to file, respond to and handle disputes online.

For additional advice contact Citizens Advice (www.citizensadvice.org.uk) who may refer your matter to the Trading Standards Team.

Questions?

If you have any questions or comments about Marshams' Complaints Procedure, please contact us in writing at:

Marshams,

88-90 Upper Stone Street,

Maidstone,

Kent,

ME15 6HD

Or e-mail the appropriate departmental manager at the following e-mail addresses:

Service Department - service@marshams.co.uk

Sales Department - sales@marshams.co.uk