Mercer takes complaints very seriously. Should you have reason to complain we have set out the procedures that we will follow in the attachments listed below. The procedures adopt the requirements and guidance of our Regulator, the Financial Services Authority (FSA).

You are central to our business

• We constantly strive to provide you with excellent customer service and we always welcome your feedback.
• We are committed to dealing efficiently, effectively and in a fair manner with your complaint and we take all complaints very seriously.

What and who is covered by this procedure

The attached procedures cover complaints which are defined as regulated complaints. A regulated complaint is a complaint about a regulated activity, as defined by the FSA, by an eligible complainant. An eligible complainant is:

• A Private individual.
• A business (sole trader, company or partnership) which has a group turnover of less than £1 million at the time the complaint is made.
• A charity which has an annual income of less than £1 million at the time the complaint is made.
• A trustee of a trust which has a net asset value of less than £1 million at the time the complaint is made.

How to complain

A complaint can be made at any time in writing (including e-mail and fax) or orally to:

Compliance & Professional Standards

Mercer 

Tower Place

London, EC3R 5BU

United Kingdom

Tel: +44 (0)20 7626 6000

Fax: +44 (0)20 7929 7445

E-mail: CPS.Complaints.UK@mercer.com

Further information

Our full complaints handling procedures are detailed in these PDFs:

Mercer Limited complaints handling  

Mercer Employee Benefits Limited complaints handling

Issued in the United Kingdom by Mercer Limited which is authorised and regulated by the Financial Services Authority. Registered in England No. 984275. Registered Office: 1 Tower Place West, Tower Place, London, EC3R 5BU.