To whom to address a complaint
Complaints should be raised in the first instance with your usual Oakbridge Limited contact.
Alternatively, complaints can be submitted as follows:
Handling the complaint
Upon receipt of a complaint, the matter will be considered by the Compliance Officer and another suitably qualified person not involved in the subject matter of the complaint. This person will have the seniority to investigate the complaint effectively and will have the authority to resolve the matter. All relevant documentation, including the facts of the matter and Client records, will be made available to the person investigating the complaint.
We will respond to your complaint in writing (either by letter or email) within five business days.
Where a full response, answering the matters raised, cannot be provided within the five-day time frame, we will send you a written acknowledgement confirming that the matter is under investigation/review and advising you that a full response will follow. Our full response will usually be sent within 10 business days. However, in exceptional circumstances it may take longer for us to investigate your complaint, in which case we will update you as to the position 10 days after our initial acknowledgement and we will keep you informed as to progress thereafter.
Once we have completed our investigation of your complaint, which will be within three months after the date on which we first had sufficient information to start to investigate your complaint, we will write to you to the effect that: -
If we consider that your complaint is closed or not upheld, we will write to you to that effect, providing the reasons why we have rejected the complaint.
If your complaint remains unsettled for 3 months from our becoming aware of the complaint, we shall inform the Jersey Financial Services Commission (“JFSC”) promptly thereafter.
The JFSC has produced guidance for consumers entitled “The Ombudsman and how to make Consumer Complaints”. That guidance can be found at this link
The CIFO contact details are as follows:
Channel Islands Financial Ombudsman (CIFO)
P O Box 114
Jersey, Channel Islands