How to Complain

Complaints

InterFinancial Limited is committed to providing you with an excellent quality service - you should find your dealings with us to be prompt, efficient and friendly. However, we recognise that on occasion you may have cause to complain.

If you do have a complaint about any aspect of the service you have received our staff will be happy to help resolve your concerns. If you are unhappy with any aspect of the service from Interfinancial Limited, we would very much like to know so that we can try to put things right as soon as possible.

The InterFinancial Limited Complaints Procedure aims to provide you with a swift and satisfactory resolution to any issues you have encountered or problems you may want to draw our attention to. If you have a complaint, we promise to:

  • Ensure that you are heard
  • Understand your complaint
  • Provide an explanation
  • Act as soon as possible to rectify the issue

How does it work?

  1. Contact us on the telephone number below, write to us at the address below, or email us at the address below. We’ll do all we can to deal with your complaint immediately. If your complaint cannot be resolved by the end of the next working day, we will write to you to acknowledge it has been received, giving the name and title of the Complaint Handler, and confirm our understanding.

  2. We will provide you with a response to any issues you have raised. We will endeavour to do this as quickly as possible. You will be kept informed of developments during the duration of the complaint handling process.

  3. A final response will be sent to you within 8 weeks of receipt of the complaint. If the complaint cannot be resolved within this timescale, for whatever reason, a letter will be sent to you which explains the Firm’s position, why the Firm is not able to make a final response at this point in time and when the Firm will be able to provide a final response.

  4. In addition, we will explain in writing that you may refer the complaint to the Financial Ombudsman Service (FOS) if you are dissatisfied with the delay. 

In the vast majority of cases, we are able to resolve issues quickly and satisfactorily by dealing with our customers directly. However, if you feel your complaint has not been fully or fairly dealt with, you may have the option of contacting the Financial Ombudsman Service (FOS) who may be able to take the matter further.

Compliance Manager
InterFinancial Limited, Mont Crevelt House, Bulwer Avenue, St. Sampson, Guernsey GY2 4LH

T. 01227 647030
E. complaints@inter-financial.co.uk

You can contact the Financial Ombudsman Service on 0800 023 4567.

Alternatively, you can write to:

The Financial Ombudsman Service
Exchange Tower, London E14 9SR
www.fos.org.uk

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