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Complaints Procedure
Guernsey Community Savings LBG (“GCS”) has introduced certain Policies and Procedures covering all aspects of the company’s business activities, and such Policies and Procedures are contained in the company’s Operational Procedures Manual.
This Complaints Procedure forms part of the Operational Procedures Manual.
It is an expectation under normal business practices for the nature of services provided by GCS and its customers (generally a retail-type service), that a formal Complaints Procedure will be in place, and details made available to customers if and when required. Rather than adopting arbitrary complaints standards, GCS has chosen to follow the directions of the Guernsey regulator (Guernsey Financial Services Commission (“GFSC”)) under various codes of practice relevant to financial services providers generally. Such codes require that every party licensed by the GFSC shall have in operation an effective and robust complaints handling procedure for consideration, together with a central recording system and specific reporting requirements. Whilst these codes are not directly applicable to GCS, they are felt to be comprehensive and relevant to the type of services being provided to GCS customers.
Complaints
A complaint is defined as any oral or written expression of dissatisfaction, regardless of whether it is justified or not, from, or on behalf of a person about the provision of, or failure to provide a service where the complainant feels or alleges that he has suffered or may have suffered financial loss, material distress or material inconvenience.
Staff should follow the below procedures to ensure that their handling of complaints is appropriate.
1. Any complaint of any nature whether verbal or written shall immediately be referred to the GCS CEO. In the absence of the CEO, reference will be made to the Chairman or one of the GCS Directors for review and processing in the meantime. If the CEO, Chairman or any Director are implicated in the complaint, they will be excluded from the review process apart from any involvement or input as may be required from them during the investigation.