Your feedback is important
At Butterfield we are committed to providing the highest quality service to our clients. By letting us know when things go wrong or when we don’t meet your expectations, you give us the chance to make it right and help us identify the areas where we need to improve.
Below we have provided details of what you can do in the event that you have cause to complain about our services and/or products and who to contact if you are not satisfied with our response.
If you are not satisfied with any aspect of our service or products, please contact us in any of the following ways:
- Contact your Relationship Manager (if you have one)
- Complete our online complaints form
Once we have received your complaint, we will promptly (no longer than five business days) acknowledge its receipt and confirm when you can expect to hear from us. We will aim to resolve your complaint as quickly as possible (usually within 8 weeks, and in any event, no longer than 3 months). Once we consider your complaint resolved we will send you a final response with a timeline for you to respond prior to us closing the complaint.
If you are not satisfied with how we resolved your complaint, please let us know as soon as possible and we will conduct an additional review to ensure a satisfactory resolution. If you remain unsatisfied with the outcome of this review, please visit the Bermuda Monetary Authority website for instructions on filing an Unresolved Complaint Report.