Complaints
Tell us what went wrong, what outcome you need and how we can contact you about the review.
Send us your complaint
Email info@marineenergycover.com with “Complaint” in the subject, or use the contact form. Existing clients can also send a secure portal message. You do not need to use a legal representative to raise a concern with us.
- Provide your name, company and preferred contact details.
- Include the application, quotation, policy or claim reference, if available.
- Explain what happened, the relevant dates and the impact on you.
- Tell us the outcome you are seeking and identify supporting records.
Use the secure portal for private documents. Do not send passwords, authentication codes or complete bank credentials. If someone complains on your behalf, we may ask for evidence that they are authorised to act.
What happens next
We will record the concern, identify the service or transaction involved and confirm the appropriate contact for the review. We may ask for further information or seek relevant records. We will explain the outcome, the reasons for it and any proposed corrective action.
If the issue belongs to an insurer, intermediary or claims administrator, we will explain who needs to address it and how to contact them. Sharing a complaint for review does not mean that every party has accepted responsibility for it. Ask us for an update if you have not received confirmation that your complaint reached the right team.
Response periods and external escalation
The applicable complaint process depends on the responsible firm's status, the activity and your eligibility. For complaints within the Financial Ombudsman Service's usual UK rules, a financial business generally has eight weeks to provide its response. A referral to the Ombudsman is normally required within six months of a valid final response, subject to the applicable rules and exceptions.
These periods do not mean that every MarineEnergyCover enquiry or commercial marine client is eligible for that service. Check the final response, your transaction documents and the Ombudsman's own eligibility information. Other jurisdictions or insurers may have different processes. Ask the responsible firm to identify the external route and deadline that applies to you.
Claims and urgent matters
A complaint is separate from notifying an incident or pursuing a claim. Continue to meet policy conditions, evidence requirements and all contractual or legal time limits while a complaint is reviewed. For immediate danger, contact emergency services or the relevant maritime authority. For urgent claims assistance, use the emergency contact in your policy.
Privacy concerns and accessibility
For concerns about personal information, mark your message “Privacy complaint” and refer to our Privacy Policy. You may also approach the relevant data-protection authority where applicable. If you need a different communication format or assistance explaining your complaint, tell us your preference; we will discuss a practical way to help.
- Contact form
- Secure client messages
- Claims Centre
- Privacy Policy
- Financial Ombudsman: time limits
- Financial Ombudsman: insurance complaints
Last updated: 21 September 2026