Contact us
Want to get in touch?
We're here to help!
Give us a Call:
Existing Customers: 0800 980 6263
New Customers: 0800 032 3737
Intermediaries: 0800 032 5282
Our Address:
Mercantile Trust,
Building 2, Axis,
Rhodes Way,
Watford,
Hertfordshire,
WD24 4YW
Office Hours:
Monday-Friday: 8:30am - 6:00pmSaturday-Sunday: Closed
How to make a complaint
If you have a complaint about any aspect of the service you’ve received, we’re here to listen. We’re dedicated to handling your complaint fairly, efficiently and promptly.
What happens next?
We’ll make every effort to resolve your complaint as soon as possible. If we can resolve it within three business days, we will contact you but if it takes longer, we’ll log it as a formal complaint, and you will receive an acknowledgement letter within 5 days and a final response within 28 days.
If your complaint is about how we have processed your personal information, we will acknowledge your complaint and provide a final response within 30 days. If we are unable to resolve your complaint to your satisfaction, you have the right to refer your complaint to the Information Commissioners Office (ICO) - www.ico.org.uk/ / Free Phone: 0303 123 1113.