Complaints Handling Policy
Sancus Lending Group Limited, Complaints Handling Policy
This policy applies to the following entities of Sancus Lending Group Limited (collectively the “Sancus Group” and each “Sancus”), which include: Sancus Group Holdings Limited, Sancus Lending (Guernsey) Ltd; Sancus Lending (Jersey) Ltd; Sancus Lending (UK) Ltd; Sancus Lending (Gibraltar) Ltd and Sancus Lending (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 Handing Procedure
If you have a complaint, you can contact us by email at email@example.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 https://www.sancus.com/get-in-touch/
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 handling 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)
For each Sancus entity, the applicable ADR for eligible complainants is as follows:
|Jersey||Channel Islands Financial Ombudsman|
|Guernsey||Channel Islands Financial Ombudsman|
|UK||Financial Ombudsman Service|
|Gibraltar||Financial Services Commission|
|Ireland||Financial Services and Pensions Ombudsman|
For the purpose of Sancus Lending (UK) Limited, ‘Eligible complainants’ is defined by the Financial Conduct Authority in their Dispute Resolution handbook as
a) a client (individual);
b) a micro-enterprise (less than 10 employees and balance sheet or turnover of less than £2m);
c) a charity which has an annual income of less than £1m at the time of the complaint; or
d) a trustee of a trust which has a net asset value of less than £1m at the time of the complaint
For the remaining operating entities please refer to the relevant guidance for that jurisdiction.
5. Information rights complaints