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.

Who to contact

If you feel dissatisfied with any aspect of the service you have received from us, we welcome your feedback. If you wish to make a complaint please contact

During office hours, you can also contact us via live chat on the Marshmallow website, using the following link:, or in your Marshmallow Account if you have a policy with us:

Alternatively, you can write to:
The Complaints Team,
66 City Road, EC1Y 1BD.


We will issue you with a final response to your complaint within eight weeks of receipt of your complaint. Our complaint handling timescales are below:

Within 10 days
We will send a written acknowledgment of your complaint within 10 working days of receipt of your complaint. If the nature of your complaint is unclear, we may write or call you to clarify the area(s) of concern.

Within 8 weeks
We will send you our final response to your complaint or explain to you the reason for further delay and indicate when we expect to be in a position to issue you a final response.

Final response and referral

Furthermore, 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: 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
Phone: 0800 023 4567 or 0300 123 9123

Complaints data for Marshmallow Financial Service Ltd for the reporting period of 1 January 2023 to 30 June 2023

Product / service grouping
Insurance and Pure Protection
Credit Related
Number of complaints opened by volume of business - Provision (at reporting period end date)



Number of complaints opened by volume of business - Intermediation (within the reporting period)




Number of complaints opened




Number of complaints closed




Percentage closed within 3 days



Percentage closed after 3 days but within 8 weeks



Percentage upheld



Main cause of complaints opened

General Admin / Customer Service

Arrears Related