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Marshmallow complaints handling procedure
At Marshmallow we aim to provide the highest level of service to our customers.
However, we appreciate that there may be occasions when customers wish to make a complaint or express dissatisfaction about the provision of, or failure to provide, an adequate level of service. The procedure set out in this document has been established to deal with this eventuality and comply with the FinancialConduct Authority (FCA) consumer complaint handling rules.
What do you need help with?
What do you need help with?
What happens when you raise a complaint?
You tell us
In the app, by chat, email or post. App is fastest.
We confirm
We acknowledge your complaint. By email, within 10 working days.
We investigate
We review your complaint, the details and clarify anything that’s unclear.
You get a final response
We give this within 8 weeks. If we need longer, we’ll tell you.
Still dissatisfied?
If you continue to remain dissatisfied with your outcome, you may refer your complaint to the Financial Ombudsman Service (FOS), free of charge. You will have 6 months from the date of our final response email to refer to Ombudsman. If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and they will only be able to review in very limited circumstances.
For further details about the FOS and the services they provide, please refer to their leaflet using the following link: https://www.financial-ombudsman.org.uk/resolving-complaint/ordering-leaflet/leaflet. Please let us know if you would prefer to receive a hard copy of the leaflet by post.
The contact details for the FOS are as below:
The Financial Ombudsman Service
Exchange Tower London
E14 9SR
Website: www.financial-ombudsman.org.uk
Email: complaint.info@financial-ombudsman.org.uk
Phone: 0800 023 4567 or 0300 123 9123
Our complaints data
Complaints data for Marshmallow Financial Service Ltd for the reporting period of 1 July 2025 to 31 December 2025
Insurance and Pure Protection
- Number of complaints opened by volume of business
- 1.76%
- Number of complaints opened
- 4211
- Number of complaints closed
- 4462
- Percentage closed within 3 days
- 16.29%
- Percentage closed after 3 days but within 8 weeks
- 77.68%
- Percentage upheld
- 56.77%
- Main cause of complaints opened
- Other general admin / customer service
Credit Related
- Number of complaints opened by volume of business
- 0%
- Number of complaints opened
- 3
- Number of complaints closed
- 3
- Percentage closed within 3 days
- 0%
- Percentage closed after 3 days but within 8 weeks
- 100%
- Percentage upheld
- 66.67%
- Main cause of complaints opened
- Arrears Related
Total
- Number of complaints opened by volume of business
- 1.76%
- Number of complaints opened
- 4214
- Number of complaints closed
- 4465
- Percentage closed within 3 days
- 16.29%
- Percentage closed after 3 days but within 8 weeks
- 77.68%
- Percentage upheld
- 56.77%
- Main cause of complaints opened
- N/A
| Product / service grouping | Insurance and Pure Protection | Credit Related | Total |
|---|---|---|---|
| Number of complaints opened by volume of business | 1.76% | 0% | 1.76% |
| Number of complaints opened | 4211 | 3 | 4214 |
| Number of complaints closed | 4462 | 3 | 4465 |
| Percentage closed within 3 days | 16.29% | 0% | 16.29% |
| Percentage closed after 3 days but within 8 weeks | 77.68% | 100% | 77.68% |
| Percentage upheld | 56.77% | 66.67% | 56.77% |
| Main cause of complaints opened | Other general admin / customer service | Arrears Related | N/A |