Complaints 

July 2023

Introduction

Mercer takes complaints very seriously and we aim to ensure that complaints are handled fairly and promptly and are resolved at the earliest possible opportunity.

How to complain

Complaints can be raised to Mercer through many different channels, by letter, on our online portal (Pension Administration complaints only), email, telephone, social media, verbal, feedback survey, or in person.

There are no costs or charges for our clients or members to raising, investigating, or responding to a complaint brought to Mercer. All complaints will be treated as strictly confidential and we will communicate clearly with clients or members in plain language and without undue delay.

Pensions Administration (Occupational Pensions)

Pensions Administration complaints can be submitted in writing to:

Customer Service Resolution Team, Mercer Limited, Maclaren House, Talbot Road, Stretford Manchester, M32 0FP.

By telephone to our Customer Engagement Centre 0345 604 4568 (for Mercer schemes) or 0207 138 0980 (for former JLT schemes).

Submitted via our online portal (Pension Administration complaints only):  https://contactpensionsadmin.com/feedback

A copy of our Complaints Handling Procedure for the pension schemes that we administer is available on request.

Regulated complaints

Complaints about financial advice or service received from Mercer Private Wealth (MPW), Mercer Marsh Benefits (MMB) or any legacy businesses that Mercer have acquired (e.g Sedgwick, Noble Lowndes, JLT etc.) should be directed to:

Complaints team
Compliance,
Mercer Limited,
Tower Place West,
London, EC3R 5BU.
Telephone: 020 7178 3159
email to: CPS.Complaints.UK@mercer.com

A copy of our Complaints Handling Procedure is available on request.

If we are unable to resolve your complaint about financial advice you have the right to refer your complaint to the Financial Ombudsman Service at the address below. 

Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone: 0300 123 9 123
Email: complaint.info@financial-ombudsman.org.uk

You can also find more information about the Financial Ombudsman Service on its website: www.financial-ombudsman.org.uk