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.
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 firstname.lastname@example.org 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.
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.
Information rights complaints
Dated 16th January 2017