Complaints Procedure - Jersey

Jersey Complaints

Complaints

  • It is our intention to provide a high level of service at all times. If however you have reason to make a complaint about our service, we have internal procedures for handling complaints fairly and promptly. In the first instance you should contact –

The Manager
Islands Insurance
Kingsgate House
55 The Esplanade
St Helier
Jersey JE1 4HQ

Our procedure is that:-

  • Your complaint will be acknowledged within 5 business days.
  • Wherever possible your complaint will be dealt with within 20 business days (14 days for Lloyd’s business) and if compensation or redress is felt appropriate details of this will be provided . If it is felt that your complaint is not justified you will be provided with full reasons for this decision. If it is not possible to respond to your complaint within 20 business days (14 days for Lloyd’s business) you will be advised of the reasons in writing and given a note of when you may expect a final response.
  • If your complaint is not resolved to your satisfaction you may be able to refer the matter to the Channel Island Financial Ombudsman (CIFO). You can contact CIFO at PO Box 114, Jersey, JE4 9QG, by email at enquiries@ci-fo.org or online at www.ci-fo.org.