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 at which stage, you have the right to inform the Regulator (The Jersey Financial Services Commission) directly of your complaint) and keep you regularly informed of the progress we are making in trying to resolve it. Once we consider your complaint resolved we will send you a final response.
If you are not satisfied with our final written response to your complaint, you have the right to refer the matter in writing to Channel Islands Financial Ombudsman [email protected] for further consideration. The Channel Islands Financial Ombudsman (CIFO) is the joint operation of two statutory ombudsman roles, established in law by the Financial Services Ombudsman (Jersey) Law 2014 and the Financial Services Ombudsman (Bailiwick of Guernsey) Law 2014. The primary role of CIFO is to resolve eligible complaints about financial services provided in/from Jersey, Guernsey, Alderney and Sark. Individuals, microenterprises and, subject to consultation, small local charities will be able to bring complaints. It operates from a shared office in Jersey, with the same board, ombudsman and staff. Further information is available from the CIFO website ci-fo.org.