This document explains what to do if you have a complaint about our service. It tells you how we will respond to your complaint and whom to contact if you are not satisfied with our response.
At Concentric Financial Services Limited we are committed to providing a consistently high standard of service. We do recognise, however, that occasionally things go wrong, which unfortunately may lead to customer dissatisfaction. If this happens, please tell us so that we have the opportunity to put matters right for you and to improve our service levels for all customers.
How and where to complain
If you have a complaint about any aspect of our service or products you can tell us your concerns in person at our offices, or by telephone, letter or email. Please contact your usual relationship manager or write to:
The Managing Director
Concentric Financial Services Limited
3rd Floor, 7-9 Conway Street
St Helier
Jersey
JE2 3NTTel: +44 [0] 1534 888801
Email:
Our offices are open 09.00am to 5.00pm Monday to Friday, excluding Bank Holidays. Often it only takes a short conversation to resolve an issue of concern, so please do not hesitate to speak with us.
Details we need to deal with your complaint quickly
Please help us to start our investigation immediately and to resolve your complaint quickly by providing us with the following information:
Your name and address (or company name and address, for corporations)
Your account name and account number
Your telephone number so that we can discuss your concerns with you and keep you informed
Full details of your complaint including any action you would like us to take
A copy of any relevant documents
How long will it take?
In many instances our staff will be able to resolve your complaint straight away, or by the end of the next business day. If we are not able to do this, we will acknowledge your complaint in writing within five working days and inform you who is dealing with it and how you may contact them.
We normally expect to resolve all complaints within four weeks; however, if your complaint is complex it may take longer to investigate. In this event we will write to you again within four weeks with an estimate of when we expect to reach a conclusion. We will keep you regularly informed of progress until your complaint has been resolved.
Reaching a conclusion
Our aim is that your complaint should be resolved as quickly as possible by staff who have the right experience, knowledge and authority. When we have finalised our investigation into your complaint, we will write to you detailing our conclusions and setting out what action we will take.
What to do if you do not feel a satisfactory conclusion has been reached
Should your complaint remain unresolved following our complaints procedure, you have the right to contact the Channel Islands Financial Ombudsman by phone on +44 (0) 1534 748610, by email to or by mail to:
Channel Islands Financial Ombudsman,
PO Box 114,
Jersey,
Channel Islands,
JE4 9QGAppendix 26 of the CFSL Policies and Procedures Manual for All Staff
Version Number: 4
Version Date: 28/02/2025
