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Complaints Handling Procedures

We strive to provide a quality service at all times, however we understand that on occasion you may have reason to not be satisfied with the services provided, and wish to make a complaint.

All complaints will be treated with the utmost care and attention and will be handled by a senior member of our staff. We will endeavour to deal with your complaint in an efficient, timely and transparent manner and will keep you informed as to progress.

Should you wish to proceed with a complaint, details of how to make a complaint can be found below:-

Making a Complaint

Complaints should, wherever possible be made in writing, and addressed as follows:-

Tim Salisbury
Director

The Pensioneer Trustee Company (Guernsey) Limited
2nd Floor
Maison Trinity
Rue du Pre
St Peter Port
Guernsey
GY1 1LT

Should you make reference to supporting documentation within your written complaint, please provide copies, to assist us with a timely investigation.

Please be as thorough as possible in your communication and kindly provide us with contact details including your email address and daytime telephone numbers where we may reach you should we require additional information.

How We Deal With Complaints

Pensioneer follows the Channel Islands Financial Ombudsman (CIFO) Model Complaints Procedures (“the model procedures”) which may be found on www.ci-fo.org and in addition has complaints handling obligations in relation to its regulated status with the Guernsey Financial Services Commission (www.gfsc.gg). Details can be found below:-

All complaints will be formally acknowledged in writing (or by email) within 5 working days of receipt of the complaint.

The complaint will be thoroughly investigated by Tim Salisbury, or an alternative director in a matter where a conflict of interest occurs (the Director responsible for the handling of complaints).

In accordance with the model procedures we aim to send you a full response within 8 weeks from the receipt of your complaint (and in all cases within 3 months). In many cases a response will be sent much quicker than this timeframe, however some complaints will take longer than others to investigate. Some complaints will relate to more complex matters and we may need to secure the assistance of an external party prior to being in a position to respond.

Further, Pensioneer must inform the Guernsey Financial Services Commission (“GFSC”) as follows in relation to complaints received:-

If a complaint remains unresolved for longer than three months from Pensioneer becoming aware of the complaint (the GFSC must be informed within 14 days)
Upon receipt of a significant complaint Pensioneer must inform the GFSC (within 14 days)

A Complainant has the option to inform the GFSC of the complaint at any time.

Where Pensioneer has provided the Complainant with a full response in relation to a complaint received, should Pensioneer not hear back from the Complainant for a period of 4 weeks or more the complaint can be considered settled.

Not Satisfied with our Final Response

Whilst we hope to achieve a satisfactory outcome for all parties to any complaints received, we understand that on occasion we may be unable to properly satisfy you in relation to the complaint made.

If you are not satisfied with our final response to your complaint, you can refer your complaint to the Channel Islands Financial Ombudsman (CIFO).

You must contact CIFO about your complaint within six (6) months of the date of our final response or CIFO may not be able to review your complaint.

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 (CIFO)

PO Box 114

Jersey, Channel Islands

JE4 9DG

Email: enquiries@ci-fo.org

Website: www.ci-fo.org

Jersey local phone: 01534 748610

Guernsey local phone: 01481 722218

International phone: +44 1534 748610

You can contact the GFSC at:-

Guernsey Financial Services Commission

PO Box 128

Glategny Court

Glategny Esplanade

St Peter Port

Guernsey

GY1 3HQ

Telephone: +44 1481 712706

Website: www.gfsc.gg