Fort Management Services Limited (“FMSL”) has a complaint handling procedure in place for the investigation of complaints received. We investigate all complaints made by our customers, or potential customers, regarding the products/services or advice we provide.

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A complaint can be made in person, via the telephone or in writing either by letter or email. Once received, your complaint will be logged and investigated. Your complaint will normally be investigated by an individual with some knowledge and experience of your case. However, depending on the nature of your complaint, an Independent Investigator may be appointed. An Independent Investigator will be someone appointed from within FMSL with appropriate seniority, knowledge and experience, who has not been involved in the activity that has given rise to your complaint. We will aim to resolve your complaint as quickly as possible. 

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The following timetable summarises when you will receive a response and what it will include: 

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ON RECEIPT OF A COMPLAINT 

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Within five business days you will be sent an Acknowledgement Letter (“the Acknowledgement”) confirming the date of receipt of your complaint. If your complaint was made verbally, either by telephone or in a meeting with a member of staff, the Acknowledgement will summarise our understanding of the basis of your complaint. If this summary is not correct you must advise us as soon as possible. A copy of this complaints handling procedure will also be included with the Acknowledgement. 

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WITHIN TWO WEEKS OF SENDING THE ACKNOWLEDGEMENT LETTER 

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We will send you either an initial response or a final response: 

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1. An Initial Response (or a Further Update)

If we are unable to provide a detailed response at this time, we will advise you of this and explain the reason for the delay. The letter will also indicate when you can expect a more detailed response or update on the investigation of the complaint. In the event that we are unable to provide you with a final response within the time line indicated in our initial response, then we shall provide you with an update at the earliest possible opportunity and will continue to provide updates from time to time, until we are in a position to provide you with a final response. 

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2. A Final Response 

Once the investigation has been completed we will provide you with a full response. This letter will also include, if appropriate, any corrective action proposed by FMSL in response to the complaint. We will consider the complaint as being resolved if we do not receive any further correspondence from you within four weeks of the date of this letter.

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CHANNEL ISLAND REGULATORS 

 

FMSL is licensed and regulated in Guernsey by the Guernsey Financial Services Commission (“GFSC”). 

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The role of the Regulators in Guernsey includes ensuring the regulated entities have the appropriate systems and controls to deal with all complaints in an open and transparent manner.

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FMSL are required to notify the GFSC of any significant complaints or any complaints that remain outstanding for longer than 3 months.

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Following the submission of your compliant, if you are dissatisfied at any point in time with the way in which we are dealing with your complaint or have handled your complaint, then you may inform the regulator: 

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Guernsey Financial Services Commission PO Box 128, Glategny Court, Glategny Esplanade, St Peter Port, Guernsey GY1 3HQ telephone: +44 1481 712706 website: www.gfsc.gg