This policy applies to all operating entities of Sancus BMS Group Limited (collectively the “Sancus Group” and each “Sancus”), which include:
Sancus (Guernsey) Ltd; Sancus (Jersey) Ltd; Sancus Funding Ltd; Sancus Finance Ltd; Sancus (Gibraltar) Ltd; Sancus (IOM) Ltd and Sancus BMS (Ireland) Ltd.
Our complaints policy
The Sancus Group is committed to providing a high-quality service to our clients. This policy explains how we deal with any complaint that is referred to us.
If you have a complaint, you can contact us by email at email@example.com, or by telephoning or writing to the relevant operating entity. 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.
For contact details of each operating entity, please click HERE .
What will happen next
We will endeavour to resolve your complaint within 3 working days of receipt by using the 72-hour Complaints Process. If this is not possible, the Formal Complaints Procedure will come into force.
72-hour Complaints Process
If we are able to process your complaint and determine the outcome within 3 working days we will issue a Summary Resolution Letter: a) acknowledging you have made a complaint and confirming that we consider the complaint is resolved; and b) if you are not satisfied with the outcome, we will provide details of alternative dispute resolution (“ADR”).
Formal Complaints Process
If we have not been able to resolve your complaint within 3 working days we will acknowledge receipt of the complaint in writing within 5 working days, confirming our understanding of the complaint and enclosing a copy of the complaints procedure. We will investigate the complaint and determine the outcome. If the complaint is upheld, this investigation will also determine what, if any, redress is appropriate.
Once the investigation has been completed and an outcome is determined, we will issue a Final Resolution Letter confirming: a) the details of the complaint; b) a summary of the outcome including details of any redress, if any; and c) if you are not satisfied with the outcome, details of ADR.
If the investigation has not been completed within 28 days (4 weeks) we will send a 4-week Holding Letter advising what progress has been made and any indication of when the matter will be resolved.
If the investigation has not been completed within 56 days (8 weeks) we will send an 8-week Holding Letter advising: a) why the complaint cannot be resolved within 8 weeks; b) when we expect to resolve the complaint; and c) details of ADR. We will continue to investigate and attempt resolution until such time as a Final Resolution Letter can be issued.
Alternative Dispute Resolution (ADR)
For Sancus Funding Limited the applicable ADR for eligible complainants is with the UK Financial Ombudsman Service. ‘Eligible complainants’ is defined by the Financial Conduct Authority in their Dispute Resolution handbook.
For all other Sancus BMS Group Limited entities ADR is performed by the relevant entity’s Board of Directors.
Information rights complaints
Dated 21st September 2018