Sancus BMS Group Limited, Complaints Handling Policy

  1. Our complaints policy

    Sancus is committed to providing a high-quality service to our clients. This policy explains how we will deal with any complaint that is referred to us.

  2. Complaints procedure

    If you have a complaint, please put your complaint in writing to our Data Controller who can be contacted by post to our registered office address at 1st Floor, 10 Lefebvre Street, St Peter Port, Guernsey GY1 2PE or by e-mail at data.controller@sancus.com To explain to you how long this process might take we have included our target times for each stage of the process. Where it is not possible to observe any of these limits we will let you know and explain why.

  3. What will happen next

    On receipt of your complaint, the Data Controller will write to you to acknowledging your complaint, we will open a file for your complaint in our system and the relevant manager within the business will review the complaint raised. Our target times for this stage of the process are to acknowledge your complaint within 3 business days of receiving it and to complete our investigation within 14 business days.We will then either invite you to a meeting, write to you to ask for further information, or write to you setting out our views on the situation suggesting any redress that we consider appropriate. Our target time for this stage of the process is to provide written communication to you within 7 business days of completing our investigations.If you are not satisfied with our response, please let us know within 21 business days and we will refer the complaint and response to the Board of Directors to review the decision. Our target time for this stage is to confirm our final position on your complaint and explain our reasons within 14 business days of hearing from you.

  4. Information rights complaints

    If you have a specific complaint about how we have handled your information, you may wish to contact our personal data team directly by e-mailing data.controller@sancus.com. Our Privacy Policy sets out further details of your information rights.Thank you for bringing your concerns to our attention. We will do our best to address any dissatisfaction that you have experienced in using our services. Our primary objective is to put things right.

    Dated 16th January 2017