Complaints

We recognise that we are a growing business in terms of size and complexity. One of our key differentiating factors is to provide high levels of personalised service to our customers. It is, therefore, important that we seek out and respond to feedback provided by our customers and other parties with whom we are involved.

Sometimes things go wrong.  We are very sorry if that happens, and we want to do what we can to put matters right for you as speedily and painlessly as possible.

If you have a problem or a complaint, please speak in the first instance to your usual contact within our team.  Alternatively, please contact our managing director, the heads of our banking and fiduciary services areas, or our compliance manager

We aim to resolve complaints within five business days.  If we need more information, or a more detailed or fuller investigation is required, we might not be able to achieve this target, and we will advise you accordingly.  We will also let you have details of our complaints processes and, for personal complainants, we will also give you details of how to contact the Isle of Man Financial Services Ombudsman.