Complaints 

July 2025

Making a Complaint

We constantly strive to provide our clients with excellent customer service and are committed to dealing with all complaints efficiently, effectively, and fairly.

Our complaint handling guide sets out the process we will follow should you have reason to complain.

A complaint can be made in writing, by telephone or in person and we ask that it is directed to your usual point of contact in the first instance. Alternatively, you can address your complaint to:

Complaints team
Compliance,
Mercer Limited,
Tower Place West,
London, EC3R 5BU.
Telephone: 020 7178 3159
email to: CPS.Complaints.UK@mercer.com

If we are unable to resolve your complaint, you may be eligible to refer your complaint to the Financial Ombudsman Service at the address below. 

Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone: 0300 123 9 123
Email: complaint.info@financial-ombudsman.org.uk

You can also find more information about the Financial Ombudsman Service on its website: www.financial-ombudsman.org.uk

Pensions Administration (Occupational Pensions)

Mercer’s Pensions Administration business was acquired by Aptia as of January 2024. Complaints relating to Pension Administration services can be submitted in writing to:

Customer Service Resolution Team

40-B, Tower 42

25 Old Broad Street

London

EC2N 1HQ

By telephone to our Customer Engagement Centre 0345 646 0643.