Mercer | Complaints


Mercer Limited Complaint Handling Procedure


Released: March, 2016


Mercer Limited takes complaints very seriously.  Should you have reason to complain we have set out the procedures that we will follow.  The 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 and we take all complaints very seriously.

What and who is covered by this procedure

This procedure covers complaints which are defined as regulated 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 business (sole trader, company or partnership) which employs fewer than 10 persons and has a group turnover of less than €2 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

Pension Administration complaints can be made at any time in writing, including e-mail, by telephone or in person. Pension Administration complaints should be directed to:

Service Improvement team, Mercer Limited, Westgate House, 52 Westgate, Chichester, PO19 3HF, United Kingdom. Telephone: 0345 604 4568 or sent via email to:

Regulated complaints can be made at any time in writing, including email, by telephone or in person. 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 your 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 delay, provided that your complaint falls within its jurisdiction.

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.

The Financial Ombudsman Service (FOS)

  • We are covered by the FOS, so you can get in touch with the FOS if you have any complaints which we cannot settle, provided that your complaint falls within its jurisdiction.
  • If your complaint falls within its jurisdiction then we will provide details of how to refer your complaint to the FOS.
  • If more than eight weeks have passed since you initially complained, you can take your complaint to the FOS, provided that the matter falls within its jurisdiction.
  • If you decide to take your complaint to the FOS then you must do so within six months of the date of our final decision letter, as the FOS may not consider a complaint made after this time.
  • Taking a complaint to the FOS will not affect your legal rights.
  • In accordance with the FCA Handbook, in the event that an award is made by the FOS, Mercer Limited reserves the right to limit any offer of monetary compensation to £150,000 (plus interest).

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: