Sancus BMS Group Limited, Complaints Handling Policy

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.

  1. 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.

  2. Complaints procedure

    If you have a complaint, you can contact us by email at complaints@sancus.com, or by telephoning or writing to the relevant Sancus 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 Sancus entity, please click HERE .

  3. 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.

  4. Alternative Dispute Resolution (ADR)

    Each jurisdiction Sancus Group operates in has formed, or is forming, an appropriate financial Ombudsman service which provides an Alternative Dispute Resolution service. The following provides details for each jurisdiction:

    Jurisdiction         Ombudsman Service

    Guernsey               Channel Islands Financial Ombudsman

    Jersey                    Channel Islands Financial Ombudsman

    UK                           Financial Ombudsman Service

    Gibraltar¹               Financial Services Commission

    Ireland                    Financial Services and Pensions Ombudsman

    Isle of Man             Financial Services Ombudsman Scheme

    ¹The Financial Services Commission in Gibraltar is forming an Ombudsman service. Until this service is available the Commission act in a capacity of ADR.

    Contact details for the relevant Ombudsman will be included in certain communications under this Complaints Handling Policy.

  5. 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 3rd December 2018