Complaints

If this is the case, we want to do what we can to put things right – so in the first instance, please call us on 0330 822 3540 and we’ll try and resolve the matter for you there and then.

Caunce O’Hara are committed to providing a high quality and professional service and to maintain fair outcomes for our Customers. If you are dissatisfied or have any complaints about your policy or the handling of a claim you should, in the first instance, contact the Markel Legal, Regulatory & Compliance Team on the following details:

By telephone:
+44 (0)20 7953 6020

By email:
complaints@markel.com

By writing to:
Legal and Regulatory
Markel International
20 Fenchurch Street
London
EC3M 3AZ

Markel Corporation is the ultimate holding company for Caunce O’Hara & Co Limited. 

The aim of this procedure is to settle the complaint fairly and as quickly as possible. We will use our best endeavours to comply with the timeframes set out below.

• A complaint received by Markel International Insurance Company Ltd (whether by letter, facsimile, e-mail, telephone conversation or other oral representation) will be allocated to an appropriate person to carry out an independent review of the justification of the complaint.
• Complaints will be acknowledged in writing no later than five business days after receipt. That acknowledgement will include the name of the person who will be reviewing the complaint and a copy of this Complaint Procedure.
• We will try to resolve a complaint within four weeks and give a written final response, or send an interim response explaining why we are not yet in a position to resolve matters.
• By the end of eight weeks following receipt of a complaint, a final response will be issued or a further interim response giving an indication as to when a final response can be expected.
• When we issue our final response we will include a copy of a leaflet published by Financial Ombudsman Service (“FOS”).

The FOS operates a dispute resolution facility for consumers, micro-enterprises (small businesses), small charities and trustees. An eligible Complainant has up to six months to register a complaint with the FOS if the outcome was not to their satisfaction. Should it prove necessary for the FOS to make a determination and the Complainant accepts it, then we are bound by that determination up to a specified maximum amount.

You can contact the FOS at:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Email: complaint.info@financial-ombudsman.org.uk
Telephone: 0800 0234 567 (normally free for land line users)
Telephone: 0300 1239 123 (charged at the same rate as 01 or 02 numbers on mobile phone tariffs)
Website: www.financial-ombudsman.org.uk