Complaints Process and Communication of Decision

1. A letter acknowledging receipt of their complaint will be sent within five business days of receiving it, enclosing a copy of this procedure.
2. Where possible the complaint will be handled by a member of the senior management team who is not connected to the original complaint. Due to the small size of the business this may not be possible. The matter will then be investigated in a prompt, fair, transparent manner to include interviewing all members of staff connected. The complainant appraised of every step taken.
3. If the complaint can be resolved immediately, we do so and confirm in writing subsequently.
4. If we are unable to resolve the complaint promptly. The appointed investigator may invite the client to a meeting to discuss how the complaint can be resolved along with all relating matters. This will be done in writing. The Investigator will provide the client with a copy of what took place and any solutions that were agreed upon within 5 business days of the meeting.
5. If the client is unable to attend or declines a meeting, the appointed investigator sends out a written reply to the customers initial complaint, this may include suggestions for resolving the matter along with the contact details for the Channel Islands Financial Ombudsman (CIFO).
6. The final response to the client should: –
   1. Accept the complaint and off the appropriate action to redress this matter.
      or
   2. Offer the appropriate action to redress this matter without accepting the complaint.
      or
   3. Reject the complaint and give clear reasons for doing so.
   4. The final response should remind the complainant of their right if they are dissatisfied of the response, they can refer this matter to the Channel Islands Financial Ombudsman (CIFO).
   5. The customer needs to bring a complaint to the Channel Islands Financial Ombudsman (CIFO) within six months of receiving a final written response from us about the complaint, or within six years of the act or omission about which the customer is complaining (or if outside of this period, within two years of when the customer should reasonably have been aware of it).
   6. If a complaint is made to the CIFO after a final response is given, we engage positively with the CIFO and operate in an open and transparent manner.
   7. The above process will be carried out within 8 weeks of receiving the first complaint and in any event, within 3 months of first receiving the complaint.
   8. The company will also identify and consider if the complaint made effected and other customers who have not made a complaint.
   9. These matters are recorded and may be used to train staff to prevent future problems. The personal information will be redacted.

The contact details for the CIFO are as follows:

Channel Islands Financial Ombudsman (CIFO)

P O Box 114
Jersey, Channel Islands
JE4 9QG

Tel: +44 (0) 1481 722218
Email: enquiries@ci-fo.org
Website: www.ci-fo.org