Complaints Procedure

We always aim to give the highest quality of service to our clients. However, if you should have reason to make a complaint against us, we will implement our internal complaints procedure and will endeavour to resolve the issue to your satisfaction as soon as possible.

Complaints in the first instance should be made to Vantage Pension Trustees Limited, PO Box 420, Mielles House, La Rue des Mielles, St Helier, Jersey JE2 3QD made in writing to: Head of Compliance.

We will acknowledge the complaint within 5 working days and wherever possible conclude the matter within 30 days. In the event that this is not possible, we will regularly advise you of the progress of the investigation.

Upon completion of any investigations we will inform you, in writing, of the reason for any decision made and any redress offered should this be felt appropriate. If a complaint remains unresolved for 90 days we are under a duty to report this to the Jersey Financial Services Commission.

What can you do if you’re not satisfied with the response to your complaint?

If you consider that our final decision does not fully address your complaint, and if you are an individual consumer or micro-enterprise, whether resident in the Channel Islands or elsewhere you can refer your concerns to the Channel Islands Financial Ombudsman (CIFO).

If you want to contact the CIFO about your complaint, you will need to do this within six months from the date of our final response or they may be unable to review your complaint.

In addition, you must also contact CIFO within 6 years of the event complained about or, 2 years after you should have become aware of the cause for complaint. The complaint must relate to an act that occurred on or after 1 January 2010.

You can contact the CIFO at:

Channel Islands Financial Ombudsman, P O Box 114, Jersey JE4 9QG
Tel: +44 (0)1534 748610