Complaints Procedure

Our aim is to always provide the highest standard of service to our clients.

Where we do not meet these expectations, or if you would like to discuss with us how our services could be improved, or if you are dissatisfied with the services received, you may contact us directly. All complaints will be investigated carefully and promptly. Where the services we have provided have not met your expectations or been less than satisfactory, we will endeavour to do everything we can to put this right.

Where you consider that your complaint or dissatisfaction has not been satisfactorily resolved, you may forward your complaint to the Jersey Financial Services Commission, PO Box 267, St Helier, Jersey, JE4 8TP (www.jerseyfsc.org) or to the office of the Channel Islands Financial Ombudsman, at PO Box 114, Jersey, Channel Islands, JE4 9QG (www.ci-fo.org).

Complaint Handling Procedure

All complaints will be investigated accordingly and such investigation will be undertaken both timely and impartially. In particular:

• A written acknowledgement will be sent to you within 5 working days of receipt of the complaint to confirm that the matter is being investigated; and
• A formal response will be set to you within 25 working days of the complaint; the response will contain:

1. When the complaint is considered closed and any actions taken to resolve your complaint; or
2. Where your complaint is not upheld, the reasons for this; or
3. You will be advised whether the complaint will take longer to resolve and likely date of resolution.

We are confident we are able to address any concerns to your satisfaction and we would like to thank you for choosing Fiduchi as your trusted service provider.

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