Nordben life and pension insurance

Complaints

We aim to provide all our clients with the highest levels of service, integrity and professionalism. In the event that any client should experience dissatisfaction, we have established an internal complaints handling procedure.

If you wish to make a complaint you should supply details of the full nature of your complaint in writing to:

Warwick Helps
General Representative
Nordben Life and Pension Insurance Co. Limited
Harbour House
South Esplanade
St Peter Port
Guernsey
GY1 1AP

We have established service levels, which will be adhered to when dealing with complaints. Complaints will be responded to within two working days.

If it becomes apparent that a full review of the complaint cannot be undertaken within this stipulated time, we will advise you of the delay and anticipated date of full response.

Where the complaint relates to a particular product, it will be reviewed by the relevant product departmental Manager, who will ensure that it is properly investigated and the appropriate action taken. A response setting out any action taken is normally issued by the departmental Manager or his / her deputy.

Our response will seek to redress the complaint in a fair and equitable manner. Should you still not be satisfied you may refer the complaint in writing to:

The Board of Directors, at the address given above.

Should you remain unsatisfied with the response from the Board of Directors then you may be eligible to refer your complaint to the Channel Islands Financial Ombudsman (CIFO). Eligible complaints are those where you are alleging actual or prospective financial loss, material distress or material inconvenience and you are an eligible complainant. Please note that eligible complaints must be referred to the CIFO within six (6) months of receiving our final response to the complaint and within 6 years of the event complained about or (if later) 2 years of when you could reasonably have been expected to become aware that you had a reason to complain.

For more details you should refer to the CIFO:

            Channel Islands Financial Ombudsman (CIFO)
            P O Box 114
            Jersey, Channel Islands
            JE4 9QG
            Email: enquiries@ci-fo.org
            Website: www.ci-fo.org
            Jersey local phone: 01534 748610
            Guernsey local phone: 01481 722218
            International phone: +44 1534 748610

The Company Secretary and Compliance Officer periodically reviews the complaints received and in addition significant complaints are reported to the Board and the Guernsey Financial Services Commission.