Mercer Limited Complaint Handling Procedure


Released:   April 2019




Mercer Limited takes complaints very seriously. Should you have reason to complain we have set out the procedures that we follow.  These procedures adopt the requirements and guidance of our Regulator, the Financial Conduct Authority (FCA).


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 with your complaint efficiently, effectively and in a fair manner.

What and who is covered by this procedure


This procedure covers complaints which are defined as regulated complaints and those defined as MiFID complaints. A regulated complaint is a complaint about a regulated activity, as defined by the FCA, by an eligible complainant.


An eligible complainant is:


  • A Private individual;
  • A micro-enterprise which employs fewer than 10 persons and has a turnover or annual balance sheet that does not exceed €2 million;
  • A small business (sole trader, company or partnership) which has an annual turnover of less than £6.5 million and employs fewer than 50 persons or has a balance sheet total of less than  £5 million at the time the complaint is made;
  • A charity which has an annual income of less than £6.5 million at the time the complaint is made;
  • A trustee of a trust which has a net asset value of less than £5 million at the time the complaint is made.
  • A guarantor

A MiFID complaint relates to:

  • The provision of investment services or ancillary services to a client by an investment firm;
  • Selling structured deposits to clients, or advising clients on them, where the sale or advice is provided by an investment firm.

How to complain


Complaints can be made at any time in writing, via our on-line portal, (Pension Administration complaints only), by telephone or in person.


Pension Administration complaints can be submitted in a number of ways:


  • 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:

Regulated complaints should be directed to:
Compliance, Mercer Limited, Tower Place West, London, EC3R 5BU. Telephone: 020 7178 3159 or sent via email to:


Dealing with a regulated complaint


  • After we receive your complaint, we will investigate the matter fully, once we have all the necessary information.
  • If we do not have all the necessary information and so cannot deal with your complaint straight away, we will acknowledge its receipt within five working days giving details of the Department within Mercer Limited that will be handling the complaint.  If the complaint is made by telephone, our acknowledgement will set out our understanding of the issue(s) to be investigated.  This gives you the opportunity to write to us if you feel that we have misunderstood the nature of the complaint, or you wish to make further points.  

Keeping you informed


  • We will keep you informed about how your complaint is progressing at all times.
  • In the unlikely event that we have not fully dealt with your complaint within four weeks of receiving it, we will write to you to explain what we have done so far and, if possible, let you know when we can send you a final decision letter.
  • By the end of eight weeks from the date of receiving your complaint, you will receive our final response, or a letter informing you that we are still not in a position to make a final response, giving reasons for the further delay and indicating when we expect to be able to issue our final response.  You will also be informed that you may refer the complaint to the Financial Ombudsman Service (FOS) if you are dissatisfied with the outcome of our findings. (Provided that your complaint falls within its jurisdiction).

The Financial Ombudsman Service (FOS)


  • If you decide to refer your complaint to the FOS then you must do so within six months of the date of our final resolution letter. Mercer may not give the FOS permission to consider a complaint made after this time.
  • Taking a complaint to the FOS will not affect your legal rights.
  • The FOS award limits are £350,000* for complaints about acts and omissions by firms on or after 1 April 2019 and £160,000* for complaints about acts and omissions by firms before 1 April 2019, but referred to FOS after that date.

* Both award limits will rise each year, in line with the Consumer Prices Index (CPI).

Complaints for other firms


  • Sometimes a complaint is really for another firm.  If we establish that this is the case, we will refer the matter to the relevant firm within five business days of becoming aware that this is the case.  We will also write to you informing you of the referral and including the other firm’s contact details.

You can contact the FOS at the following address:


Financial Ombudsman Service

Exchange Tower


E14 9SR
Telephone: 0300 123 9 123


You can also find more information about the Financial Ombudsman Service on its website: