Information about our complaints process

You must contact CIFO about your complaint within six (6) months of the date of this letter or CIFO may not be able to review your complaint. You must also contact CIFO within 6 years of the event complained about or (if later) 2 years of when you could reasonably have been expected to become aware that you had a reason to complain.

Address:
Channel Islands Financial Ombudsman (CIFO) 
P O Box 114 
Jersey, Channel Islands 
JE4 9QG

Jersey phone number: +44 (0)1534 748610
Guernsey phone number: +44 (0)1481 722218
Email: enquiries@ci-fo.org
Website: www.ci-fo.org

The Isle of Man has an Ombudsman Scheme. The Ombudsman acts independently of the Bank and provides a free service as an impartial adjudicator.

You must bring a complaint to the Isle of Man Financial Services Ombudsman Scheme within 6 years of the act or omission which led to your complaint and within 2 years of when it should have come to your notice if you weren’t aware of it immediately.

In the Isle of Man you may ask the Ombudsman to review your complaint if we have been unable to resolve it within 8 weeks.

Address:

The Financial Ombudsman Scheme 
Isle of Man Office of Fair Trading 
Thie Slieau Whallian 
Foxdale Road 
St Johns 
Isle of Man 
IM4 3AS

Telephone: +44 (0)1624 686500
Fax: +44 (0)1624 686504
Email: ombudsman@iomoft.gov.im
Website: www.gov.im/oft/ombudsman

You can also review the Isle of Man regulator's website, www.fsc.gov.im.

If your complaint is about borrowing from the Bank, and the facility is regulated under the Financial Services (Consumer Credit) Act 2011 ("Act"), you have the right to ask the Chief Executive Officer ("CEO") of the Gibraltar Financial Services Commission to arbitrate between us. The CEO is the Director for the purposes of the Act.

Under the Financial Services (EEA) (Payment Services) Regulations 2010, you may submit complaints to the Gibraltar Financial Services Commission (FSC) where your complaint relates to an alleged infringement of the provisions of these Regulations by the Bank. You may write to the Gibraltar FSC at the following address: Financial Services Commission, PO Box 940, Suite 3, Ground Floor, Atlantic Suites, Europort Avenue, Gibraltar. Disputes concerning rights and obligations arising under the Regulations will be dealt with as if there were an Arbitration Agreement between us providing for the reference of disputes to an official referee for all the purposes of section 7 of the Arbitration Act.

If your complaint relates to the sale of any insurance product, you may contact The complaints authority, The Department of Consumer Affairs of the Government of Gibraltar, Ground Floor, 10 Governor's Lane, Gibraltar (conaffairs@gibtelecom.net) who are able to provide assistance to individuals who wish to complain about services or goods provided by insurance intermediaries in Gibraltar.

If your complaint relates to a mortgage, you may be entitled to request that the Gibraltar Office of Fair Trading conduct an independent review of your complaint. Details of how to refer a complaint to the Gibraltar Office of Fair Trading are available on their www.oft.gov.gi.

Where you are resident in another EEA state (other than Gibraltar), you may be able to take your complaint to FIN-NET (The Financial Dispute Resolution Network of National Out-of-Court Complaint Schemes) in the EEA which is responsible for handling disputes between consumers and financial services providers (ec.europa.eu/internal_market/fin-net/).