Complaints Procedure

We are committed to providing the highest standard of service to you and all our clients, but occasionally we may not live up to your expectations. If this happens we want to hear from you.

If you let us know when you are unhappy with the service you experience it gives us the opportunity to put matters right for you and to improve the service in the future for everyone.

Contacting us

Our staff are your first point of contact as they are best placed to receive your complaint and are dedicated to working with you to resolve the matter. You can share your concerns with them in person, by telephone, letter or e-mail (for confidentiality reasons, please do not quote your account details if sending your complaint via e-mail).

Contacting us by post

Please write to:
The Investment Manager or The Director of Lending (as appropriate)
Skipton Guernsey Limited
P.O. Box 509
Fairbairn House
Rohais
St Peter Port
Guernsey
GY1 6DS
Alternatively you can address your complaint to The Managing Director.

Contacting us by telephone

For complaints relating to our Investment Services please dial 01481 727374.

For complaints relating to our Mortgage Services please dial 01481 712279.

Contacting us by e-mail

Depending on the nature of your complaint you can e-mail us at: investments@skiptonguernsey.com or mortgage@skiptonguernsey.com.

We will usually reply to your e-mail address, but there may be occasions where we need to respond by post, e.g. when we need to refer to confidential information or enclose copies of relevant documents.

What we need you to provide

To help us investigate and resolve your complaint as quickly as possible please provide the following information:

• Your name and address

• Your account number (for confidentiality reasons, please do not quote your account details if sending your complaint via e-mail)

• A telephone number where we can contact you during our office hours

• A clear description of your concern or complaint including, where applicable, specific details regarding transactions, amounts and dates

• Copies of any relevant documents, such as letters or statements

• Most importantly, details of what you would like us to do to put it right.

How we will respond

We will do our best to resolve your complaint immediately and with the minimum of inconvenience to you.

Our first step is to understand what the problem is and to find out what we can do to put the matter right.

Occasionally we may not be able to sort out your complaint straight away. When this is the case, you can expect us to send a written acknowledgement of your complaint within 5 working days of receipt of your complaint, providing details of who the best person is to handle your complaint and their contact details for future reference.

We will keep you informed of the progress and aim to fully resolve your complaint within 4 weeks. If we are unable to do so, we will write explaining what is happening and let you know when we expect to resolve the matter.

After 8 weeks you will receive a final response or a further progress report on our investigations.

Our aim is to resolve your complaint as quickly as possible and to your complete satisfaction, however if you are still not happy please contact us again.

Whilst Guernsey does not operate a Banking Ombudsman Scheme, you may feel it necessary, having given us the opportunity to try and resolve any issue, to notify the Guernsey Financial Services Commission of your complaint at: The Banking Division, GFSC, La Plaiderie Chambers, St Peter Port, Guernsey, GY1 1WG.

Your feed-back is invaluable to us and the team at Skipton Guernsey Limited is dedicated to ensuring your satisfaction with the products and service on offer.