Channel Islands

Definition of a complaint

Any oral or written expression of dissatisfaction:

• whether or not the provider considers that it is justified;

• about providing, or failing to provide, a financial service in or from the Channel Islands;7from, or on behalf of, an eligible complainant8; and

• alleging actual or prospective financial loss, material distress or material inconvenience. 

Definition of a complaintant

• consumers (anywhere in the world);

• microenterprises (anywhere in the world);

• certain Channel Islands charities

Timescale

• Acknowledgement within 2 business days

• Written response within 2 weeks (stage 1)

• If the complainant remains dissatisfied Lloyd’s will investigate (stage 2) and provide a final response within 8 weeks of the complaint being made

EDR scheme and eligibility

Channel Islands Financial Ombudsman (CIFO)

P O Box 114

Jersey, Channel Islands

JE4 9QG

Email: enquiries@ci-fo.org 

Website: www.ci-fo.org

Jersey local phone: 01534 748610

Guernsey local phone: 01481 722218