Complaint Procedure
We aim to ensure a high-quality service is always provided, but we accept that things do occasionally go wrong. Please make any complaint as follows to ensure it can be addressed as quickly as possible.
Any complaints received will receive our urgent attention. It may be possible to reach a prompt satisfactory resolution of your complaint within 3 business days of receipt. If this is not possible your complaint will be acknowledged within 5 business days of receipt, and we will contact you again as soon as we are able, and at the latest within 28 days. If we are unable to find a resolution or provide you with our final response within this time, we will contact you with an explanation and keep you informed of our investigation process.
Our regulator, the Financial Conduct Authority, expects complaints to be resolved within 8 weeks, however we will always aim to resolve your complaint sooner. In the unlikely event we’ve been unable to provide you with our final response within 8 weeks of complaint receipt, we’ll write to you again, with your rights to refer your complaint to the Financial Ombudsman Service, an independent dispute-resolution body. Although we will continue to keep you appraised of developments, at a minimum of every 28 days until the complaint is resolved, or the matter has been referred to the Financial Ombudsman Service.
If your complaint relates to the arranging or administration of this insurance, please contact Lexham Insurance Consultants LTD as follows.
Lexham Insurance Consultants Ltd,
Unit 21, Diss Business Hub,
Hopper Way,
Diss,
Norfolk
IP22 4NG
01379 646510
If you have a problem relating to a service provided by your insurer, e.g., in connection with a claim, please contact them (or their nominated service provider), as shown in your policy document.
Any complaints received will naturally receive our urgent attention. Your complaint will be acknowledged within 5 business days of receipt, and we will contact you again as soon as we are able, at the latest within eight weeks. If we are unable to find a resolution or provide you with our final response within this time, we will contact you with an explanation and keep you informed of our investigation process.
If any issues are more appropriately ones that should be dealt with by the insurer, we will pass details to them and will ensure that they respond promptly.
If your complaint is not resolved to your satisfaction after we have issued you with our final response, you may refer the matter to The Financial Services Ombudsman service, an independent dispute-resolution body who can be contacted using the below details.
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Email: complaint.info@financial-ombudsman.org.uk
Telephone: 0800 023 4567 or 0300 123 9123
Web: www.financial-ombudsman.org.uk
In the unlikely event that we or your insurer cannot meet our contractual liabilities, you have the benefit of the statutory Financial Services Compensation Scheme (details at www.fscs.org.uk or 02077 414100).
(Version: 04/2026)
If you are dissatisfied with any aspect of the way in which we process your personal data, please contact us at datacontrol@lexhaminsurance.co.uk.
If you make a data protection complaint to us, we will deal with it in line with the requirements of the DUAA. We will:
acknowledge receipt of the complaint within 30 days of receiving it;
without undue delay, take appropriate steps to respond to the complaint, including making appropriate enquiries, and keep you informed; and
without undue delay, tell you the outcome of the complaint.
You also have the right to complain to the UK's data protection supervisory authority, the Information Commissioner's Office (ICO). The ICO may be contacted via its website which is https://ico.org.uk/concerns/, by live chat or by calling their helpline on 0303 123 1113 (local rate) or 01625 545745 (national rate). Their address is: Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF.
Complaints Publication Report
Firm name: Lexham Insurance Consultants Limited FRN303917
Group: Lexham Insurance Consultants
Period covered in this report: 1st January – 30th June 2026
Brands/trading names covered: Lexham Insurance Consultants, Marble Arch.
Product service grouping | Motor & Transport Insurance |
|---|---|
Intermediation (within the reporting period) per 1,000 policies sold | 8.56 |
Number of complaints opened | 695 |
Number of complaints closed | 717 |
Percentage of complaints closed within three days | 33.47% |
Percentage of complaints closed after three days but within eight weeks | 66.38% |
Percentage of complaints upheld | 19.24% |
Main cause of complaints opened | Other general admin / customer service |
Getting in contact is easy
Here at Lexham, we aim to offer easy ways to get in contact. Not only do we pride ourselves on having two UK call centres, but we are also pleased to offer alternative ways to get in contact including: live chat and our email enquiry form.
