At Versus Finance Limited, we are committed to providing high-quality service to all our clients. Your satisfaction is important to us, and we welcome your feedback—whether positive or constructive. If you are dissatisfied with any aspect of our service or operations, such as the products offered or the service in securing a loan or mortgage, we are committed to addressing your concerns promptly and fairly.

How to Make a Complaint

If you are dissatisfied with any aspect of our service, including the loan/mortgage products we introduce, our internal operations, or the service provided, you can submit a complaint via any of the following methods:

Online

Submit your complaint through our Contact Page on the website. Please select “Other” from the subject dropdown and provide the details of your concern.

By Registered Post

You can send your complaint to us at:

Versus Finance Limited
De Carteret House
7 Castle Street
St. Helier, Jersey
JE2 3BT

In Person

You are welcome to visit us during office hours. Please contact us in advance to arrange an appointment.

For all methods, kindly provide the following details to help us process your complaint efficiently:
• A description of the issue
• Any supporting documentation (copies only)
• Your contact details

We encourage you to be as detailed as possible so that we can resolve your complaint quickly and effectively.

What Happens Next

Acknowledgment

We will acknowledge receipt of your complaint within 5 working days, unless exceptional circumstances arise (such as illness or holidays). If there is a delay, we will inform you of the revised timeline.

Investigation

Your complaint will be investigated carefully, fairly, and transparently. We will review all relevant documentation and speak to any necessary parties involved. If the complaint concerns an internal matter, a designated person will be assigned to handle the investigation.

Resolution

We aim to provide a formal written response within 8 weeks (56 days) of receiving your complaint. In our response, we will outline the outcome of the investigation, any actions taken, and any improvements made. 

If You Are Unhappy with Our Response

If you are not satisfied with the resolution provided, or if you feel your complaint has not been handled properly after receiving our formal response, you have the right to escalate your complaint to the Channel Islands Financial Ombudsman (CIFO).

To file a complaint or seek further information, you can contact CIFO at:

• Email: enquiries@ci-fo.org
• Post: PO Box 114, Jersey, JE4 9QG, Channel Islands
• Website: www.ci-fo.org
• Telephone: +44 (0)1534 748610 

Data Privacy Note

In compliance with the General Data Protection Regulation (GDPR) and the Jersey Data Protection Law, we will handle any personal data provided during the complaint process with the utmost care and confidentiality. If necessary, we may contact third parties to resolve your complaint, but this will always be done in accordance with applicable data protection laws.

Last Updated: 01/03/2025