Complaints about flaws in our work or failings in the way we behave help us to critically review what we do and identify ways to improve.
We will consider complaints about:
We will prioritise complaints that allege unethical behaviour by a member of our staff. In such cases, we will ensure that the staff member is treated fairly, while we consider the complaint.
If you have a complaint about our Chair, Director General or members of our Commission Board, contact the Commission Secretary who will appoint an unrelated senior member of staff to manage your complaint.
Every year, we report on how we handle complaints without explicitly identifying complainants, employees or regulated businesses.
If you want to make a complaint, you can either:
Describe your complaint in your own words and include copies of any relevant documents, if they support your grievance. Summarise what you think suggests a flaw in how we do our work or a failing in how we have behaved. We will contact you for any additional information if we need to.
You need to make it very clear that you are complaining by either writing to us or by having a meeting with us specifically to make a complaint.?
Having an informal conversation with a member of our staff in any setting is not an appropriate way to complain.
We will let you know the factors which led us concluding that we will not carry out an extended investigation of your complaint.
Some matters shouldn't be raised as complaints:
There are certain matters which members of the public, regulated businesses or other affected parties might want to complain about that we can't consider as complaints, including:
While our supervisory processes involve inspecting client records, we only review these on a sample basis. This is to help us assess the quality of a business' controls for a reasonable level of assurance. It won't give us complete assurance that all the business' transactions are appropriate. Based on this, it is quite possible for a business' controls to appear strong but clients still suffer losses.
When we are aware of a possible breach of our regulatory requirements, we will – if we are doing our job well – move quickly to get the business to stop its misconduct.
We do not use our powers to direct regulated businesses to reimburse clients or compensate them for loss. This is not our role. In some circumstances, the Channel Islands Financial Ombudsman or the Jersey Courts may be able to help.
If you are seeking redress of this kind, because you're not satisfied with the regulated business, you either need to make a complaint to the Channel Islands Financial Ombudsman (if eligible) or initiate a court action.