Complaints Procedure
Versus Finance Limited aims to provide a professional, fair and transparent service. If something has not gone as expected, please tell us so we can review the matter and work with you to put it right. This procedure explains how to raise a complaint and what happens next.
What is a complaint?
A complaint is an oral or written expression of dissatisfaction about Versus Finance Limited providing, or failing to provide, a financial service. A person does not need to use the word “complaint” and the complaint does not have to be justified before we record and consider it.
Making a complaint is free of charge and will not affect the fair handling of an existing enquiry or application.
How can a complaint be made?
A complaint may be made by any reasonable method:
- Telephone: 01534 769669;
- Online: through our Contact page;
- Post: Versus Finance Limited, De Carteret House, 7 Castle Street, St Helier, Jersey JE2 3BT; or
- In person: by appointment at our Jersey office.
We will make reasonable adjustments for anyone who needs help making or communicating a complaint.
What information should a complainant provide?
Please provide the client’s name and contact details, a clear description of what happened, relevant dates, the people or organisations involved, the outcome being sought and copies—not originals—of supporting documents.
A representative may complain on someone’s behalf where suitable authority is provided.
When will Versus Finance acknowledge a complaint?
We will send a written acknowledgement promptly and, in any event, within five business days of receiving the complaint, unless it has already been resolved to the complainant’s satisfaction by the end of the third business day and written confirmation has been sent.
The acknowledgement will confirm that the complaint is being considered and explain what happens next.
How will a complaint be investigated?
We will investigate competently, diligently, impartially and fairly. We will review relevant records, obtain further information where necessary and consider the law, applicable standards and good industry practice.
Where reasonably possible, the investigation will be handled by someone who was not directly involved in the matter. We will keep the complainant informed of material progress or delay.
When will Versus Finance provide its final response?
We will send a clear written final response as promptly as possible. This will usually be within eight weeks of first receiving the complaint and, in any event, no later than three months.
The final response will explain whether the complaint is accepted, partly accepted or rejected, give reasons, describe any proposed remedy and explain the right to contact the Channel Islands Financial Ombudsman where applicable.
What if the complainant remains dissatisfied?
An eligible complainant who is dissatisfied with our final response, or whose complaint remains unresolved for three months, may be able to refer it to the Channel Islands Financial Ombudsman (CIFO).
CIFO contact details:
- PO Box 114, Jersey, Channel Islands JE4 9QG;
- Email: enquiries@ci-fo.org;
- Telephone: 01534 669800;
- Website: www.ci-fo.org.
A referral normally must be made within six months of our final response and within six years of the event complained about or, if later, two years from when the complainant knew or reasonably should have known that there was a reason to complain.
How is complaint information protected and used?
Personal data provided during a complaint will be processed in accordance with our Privacy and Cookie Policy and the Data Protection (Jersey) Law 2018.
Information will be shared only where necessary to investigate, respond, obtain professional advice, comply with law or communicate with CIFO or another relevant authority. We will keep appropriate complaint records and use outcomes to identify recurring issues and improve our service.