Treating Customers Fairly

TREATING CUSTOMERS FAIRLY CHARTER

MRSL is committed to providing the highest level of insurance advice and service. We take the requirements of the FCA seriously, and undertake that all our actions will be guided by the principle that the interests of our customers are paramount.

In our dealings with you we will be straightforward and honest and you can expect that:

  • We will be open and transparent in the way we deal with you.
  • We will only recommend products and services that are suitable for you.
  • We will communicate clearly and fully with you at all times during the provision of our service.
  • Any advice we give to you will be based on what is best for your business having obtained sufficient information about your circumstances to enable us to advise you properly.
  • Before you accept our advice we will clearly explain why we are recommending a certain course of action and what you can expect from it. Our service standards ensure you receive an efficient and courteous service.
  • We will agree with you in advance any fees and charges and the service you will receive for these.

THE FINANCIAL SERVICES OMBUDSMAN

As you will see, we pride ourselves on the services we provide to our clients and we hope that you do not have cause to complain.  In the unlikely event that you are not satisfied about something we have or haven't done, we have a set procedure to follow.  Please contact our office for details. Some clients are able to take unresolved complaints to the Financial Ombudsman Service (FOS).
You can contact FOS using the various methods below and we have provided a brief guide to their service here and a link to their website here.
By phone Monday to Friday – 8am to 8pm and Saturday – 9am to 1pm
0800 023 4567 (calls to this number are now free on mobile phones and landlines)
0300 123 9123 (calls to this number cost no more than calls to 01 and 02 numbers)
or from abroad on +44 20 7964 0500
By post
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

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