COMPLAINTS HANDLING PROCEDURE
Weighbridge Trust Limited (“WTL”) are committed to providing a high level of quality service. We do however recognise that there may be certain times when you may wish to make a complaint. WTL deals with all complaints it receives fairly and will endeavour to resolve your complaint at the earliest opportunity. The Guernsey regulatory rules specifically require that a licensed fiduciary must have adequate arrangements in place to address any complaints received.
This procedure explains what to do in the event should you have a cause to complain. It also sets out the timescales you should expect for resolving the matter and who to contact if you are not satisfied with our final response.
How to Complain
If you are dissatisfied with any aspect of our service or products, please contact us in any of the following ways so we can investigate your complaint further:
Write to us:
Weighbridge Trust Limited:
PO Box 182,
2nd Floor Connaught House,
St Julian’s Avenue,
St Peter Port,
Email us: [email protected]
Call us by Telephone: +44 (0)1481 720581
SUMMARY OF COMPLAINT HANDLING PROCEDURE
What Happens Next
Once we have received your complaint, we will provide you with an acknowledgement of your complaint within 5 days of receipt and confirm when you can expect to be provided with a full response. This will be provided in the same manner in which you initially raised your complaint. We will aim to resolve your complaint as quickly as possible, typically within 60 days but no longer than 3 months. You will be kept informed of the progress being made in dealing with your complaint where possible, not unless this prohibited by law to do so.
Should there be any delays in investigating your complaint we will notify you of the reason(s) as soon as it is possible to do so.
You have the right to inform our Regulator (The Guernsey Financial Services Commission) directly of your complaint should you wish to do so. In cases of significant complaints or where a complaint remains unresolved for longer than three months, WTL is under an obligation to inform the Regulator (the Guernsey Financial Services Commission of your complaint.
Once we consider your complaint as resolved we will send you a final response which will include a four week period for you to respond by, if we have not received any further communication back within the stated timeframe WTL will consider your compliant as closed to which you will be notified.
Your final response will be provided to you in the same format as initially received, the response will be in plain English and as clear and as comprehensive as possible.
What to do if I remain dissatisfied?
Please be advised that in some circumstances you can refer the complaint and WTL’s response to the Channel Islands Financial Ombudsman within a period of three months from the date of WTL’s final response, noting that this must be within six years of the occurrence of the event complained about, or within two years of the date, you could reasonably have expected to become aware of your reason to make a complaint.