Resolving Problems
We are committed to providing the highest standards of service to all our customers, but occasionally we may not live up to expectations. If this happens we want to hear from you. If you let us know when you are dissatisfied with the service you experience it gives us the opportunity to rectify matters and to improve the level of service we provide to everyone.
Contacting Us
Our staff are your first point of contact as they are best placed to receive your complaint and are dedicated to working with you to resolve the matter. You can share your concerns with them in person, by telephone, letter or e-mail (for confidentiality reasons, please do not disclose confidential details if you elect to send an e-mail).
Contacting us by post
- The General Manager
- Scarborough Channel Islands Limited
- Suite 5 North
- Town Mills
- Rue du Pre
- St Peter Port
- Guernsey
- GY1 3TR
Contacting us by telephone
Please dial +44 (0)1481 712004
Contacting us by e-mail
Depending on the nature of your complaint you can e-mail us at info@scarboroughci.com.
We will usually reply to your e-mail address, but there may be occasions where we need to respond by post, e.g. when we need to include confidential information or enclose copies of relevant documents.
What we require to assist you
To help us research, investigate and respond to your complaint as quickly as possible please provide the following:
- Your name and address
- Your account number
- A contact telephone number
- A clear description of your concern or complaint
- Copies of any relevant documents, such as letters or statements
- Most importantly, what we can do to correct the complaint
How we will respond
We will do our best to resolve your complaint immediately and with the minimum of inconvenience to you. Our first step is to understand what the problem is and to find out what we can do to put the matter right.
Occasionally we may not be able to sort out your complaint straight away. When this is the case, you can expect us to send an acknowledgment of your complaint within 5 working days of receipt of your complaint, providing details of who is managing the matter and their contact details for future reference.
We will keep you informed of the progress and aim to fully resolve your complaint within 4 weeks. If we are unable to do so, we will write explaining what is happening and let you know when we expect to resolve the matter. After 8 weeks you will receive a further progress report of our investigations.
Our aim is to conclude your complaint as quickly as possible and to your complete satisfaction, however if you are still not satisfied please contact us again.
Guernsey Financial Services Commission
Guernsey does not operate a Banking Ombudsman Scheme, therefore you may feel necessary, having given us the opportunity to resolve any issue, to notify the Guernsey Financial Services Commission of your complaint at:
- The Banking Division,
- Guernsey Financial Services Commission,
- La Plaiderie
- St Peter Port
- Guernsey,
- GY1 1WG
We would respectfully request that you do contact us first as we would like the opportunity to resolve any issues. Your comments are invaluable to us and the team at Scarborough Channel Islands Limited is dedicated to ensuring your satisfaction with the services we provide.