Our commitment to you
We are committed to providing you with a
consistently high standard of service and are driven by one
overriding aim: to service our clients better than any other
financial services organisation. If for any reason you feel that we
have fallen short of this level of service, please let us know. We
will then rectify any problems as soon as possible and will
undertake appropriate measures to prevent the problem happening
again.
How to tell us
You can submit your complaint by:
Post – write to the
departmental manager in the first instance. Please use either of
the following addresses: Fairbairn Private Bank Limited St Mary’s
Court 20 Hill Street Douglas Isle of Man IM1 1EU or Fairbairn
Private Bank Limited Fairbairn House 31 The Esplanade St Helier
Jersey JE1 1FB.
Telephone – call +44 (0) 1624
645000 and speak to our client services team who will be happy to
help. If they are unable to solve your concern straight away, they
will refer your case to the relevant person who will then make
contact with you.
Fax – fax your written
complaint to +44 (0) 1624 627218 or +44 (0) 1534 509725, marked for
the attention of the relevant departmental manager.
Email – email your written
complaint to complaints@fairbairnpb.com,
for the attention of the relevant departmental manager.
Visit us - you may wish to
arrange a visit to one of our offices, in the Isle of Man, Jersey,
London or Johannesburg. Clients with a relationship manager should
contact them direct and arrange a personal appointment. At the Isle
of Man office, a member of our client services team will be happy
to meet with you and discuss your concerns in person.
When you contact us, please quote your account
number, details of your complaint and what you would like us to do
to resolve matters.
For security reasons please do not include any
additional personal information in your correspondence.
What happens next
Within 48 hours of us receiving details of
your complaint, the person who will be responsible for dealing with
it will contact you. We aim to conclude your complaint straight
away, and in most cases, will send you a final response letter
within seven days. In some instances, where the complaint may be
complicated, it may take longer. In all cases, we have a
responsibility to provide you with a final response within the
timescales applicable to where your account is held, as detailed
under the ‘Still unresolved’ section.
Still unresolved?
If our final response letter is not to your
satisfaction, we are happy to explain our actions and discuss your
concerns further.
However, if you still feel that the matter is
unresolved, you may have the right to refer your complaint to a
financial ombudsman scheme. Depending on where your account is held
will dictate which scheme you should contact (please see
below).
Accounts held in the Isle of Man
If you feel that the matter is still
unresolved, or more than 12 weeks have passed since you first
submitted your complaint, you may refer your complaint to the
Isle of Man Financial Ombudsman Scheme, providing it meets the
criteria laid down by them. For full details visit www.gov.im/oft/ombudsman or
call +44 (0) 1624 686500.
Accounts held in Jersey
If you feel that the matter is still
unresolved, or more than 14 days have passed since you first
submitted your complaint, you may refer your complaint to the
Jersey Financial Services Commission (FSC) in writing. For full
details visit http://www.jerseyfsc.org/ or call
+44 (0) 1534 822000 (the FSC has limited powers but will do what
they can to help).
Accounts held in the United Kingdom
If you feel that the matter is still
unresolved, or more than 8 weeks have passed since you first
submitted your complaint, you may refer your complaint to the UK
Financial Ombudsman Scheme, providing it meets the criteria laid
down by them. For full details visit http://www.financial-ombudsman.org.uk/
or call +44 (0) 207 964 0500.
These financial ombudsmen act as free,
independent experts to help settle disputes between financial
service providers and their customers. On average, most disputes
are settled within six to nine months.
In most instances, the ombudsmen prefer to be
contacted initially by letter or by completing a complaint form,
with as much supporting evidence included as possible. Complaint
forms are available to download from the websites listed above.
Upon conclusion
It is important to us that our relationship
with you remains strong. Your feedback is highly valuable as it
allows us to improve the products and services we offer.