At Marco Group, we strive to provide excellent services. If you are unhappy with any aspect of our services, we want to hear from you.
We are committed to resolving your concerns fairly and promptly.
Thank you for giving us the opportunity to put things right.
Here is how to make a complaint and what to expect:
1. How to make a complaint
If you want to file a complaint related to one of Marco’s subsidiaries, i.e. Marco Insurance PCC Ltd., Marco International Insurance Co. Ltd., British Reserve Insurance Co. Ltd., and Inceptum Insurance Co. Ltd., you can contact the Group Complaints Officer by submitting an email to SBonera@marcocapital.net
Please include:
- Your name and contact details;
- The entity to which your complaint relates
- A clear description of the issue;
- Any relevant documents or reference numbers.
2. What happens next?
- Acknowledgement: we will confirm receipt of your complaint in writing within 5 business days;
- Investigation: we will review your complaint thoroughly and may contact you for further details;
- Resolution: For Malta eligible complaints, we will provide a final response within 15 business days, if more time is needed, we will keep you updated. For UK eligible complaints, we have 8 weeks to provide you with a final response, however we endeavor to provide this within 4 weeks of receiving your complaint. If it is not possible to provide a final response within 4 weeks, we will provide you with a written update explaining the reasons for the delay and outlining the steps we are taking to resolve your complaint, including indicative timelines for resolution.
3. If you are not satisfied
If you are unhappy with our response, you can escalate your complaint to:
Please note that the competent authority will verify whether you have filed a complaint with Marco first.
