What happens when you first complain?
We will always try to resolve your concerns there and then. If this is not possible, we will fully investigate all the issues you have raised by speaking with you or writing to you. We will acknowledge your complaint within 48 hours and, in most cases, resolve your concerns when we contact you. Occasionally, however, it may be necessary to investigate your complaint further, but we aim to resolve your complaint within 5 working days for general banking related complaints and within one month for investment related complaints. If this is not possible, you will be advised either by telephone or in writing. We hope that you will not need to progress beyond this first step, as we are confident that we can resolve any concerns you raise with us to your satisfaction.
What can you do if you're not satisfied with the response to your complaint?
Clearly, we always want to be able to resolve your concerns. If you consider that our response to your complaint still does not fully address your issues, please let us know so we can understand if there is anything more we can do.
However, where you are not satisfied with our final response to your complaint, you can refer your concerns to the Channel Islands Financial Ombudsman (CIFO). If you want to contact the CIFO about your complaint, you will need to do this within six months from the date of our final response or they may not be able to review your complaint.
In addition, you must also contact CIFO within 6 years of the event complained about or, if later, 2 years of when you could reasonably have been expected to become aware that you had a reason to complain.
You can contact the CIFO at:
Channel Islands Financial Ombudsman
P O Box 114
Jersey local phone: +44 1534 748 610
Guernsey local phone:+44 1481 722 218
For concerns relating to our Hong Kong office, you also have the right to refer the matter to the Complaint Processing Centre of the Hong Kong Monetary Authority at 55/F, Two International Finance Centre, 8 Finance Street, Central, Hong Kong.
For monetary disputes, you have the right to refer the matter to the Financial Dispute Resolution Centre (FDRC) at Unit 3701-4. 37/F, Sunlight Tower, 248 Queen's Road East, Wan Chai, Hong Kong. In order to be eligible for resolution of disputes under the Financial Dispute Resolution Scheme administered by FDRC, a written complaint must be filed with us and a final written reply in respect of the complaint has been issued or no final written reply has been issued within 60 days. Also, the dispute must be of a monetary nature not exceeding HK$500,000 (including any interest on any amount alleged to be a loss) or the foreign currency equivalent.