Help us to help you
As a company we are committed to providing you with the best service possible. However we recognise that sometimes things can go wrong. When they do, we want to know so we can help resolve the problem as quickly as possible.

The following information explains how you can help us to deal with your complaint as efficiently as possible, and tells you what you can do if you think the problem has not been resolved to your satisfaction.

If you have a complaint, please see the stages below:

Stage 1
Firstly, you should get in touch with your local branch or the relevant department you're dealing with. As your first point of contact, they should have all the details to hand to help resolve your issues quickly.
Wherever possible, can you please provide your account number and a daytime contact telephone number.

Stage 2
In the unlikely event that we have been unable to resolve your complaint at the first stage, you can contact our Managing Director, either in writing or by telephone. The address is: Britannia International, Britannia House, Athol Street, Douglas, Isle of Man, IM99 1SD. Telephone: 01624 681100 or +44 1624 681100 if calling from overseas.
The Managing Director will review all aspects of your complaint and provide a final response.

Stage 3
Should you still remain unhappy with our response, personal customers may be eligible to refer the matter to the Isle of Man Financial Services Ombudsman Scheme. Their contact details are below, however full details of this scheme will be included when we respond to you.
It is important that you give us the opportunity to resolve the problem first before referring your complaint to the Ombudsman, as they will normally only consider your complaint in the unlikely event that it has not been possible to reach a satisfactory outcome with us directly.

How long before I get a reply?
We will endeavour to resolve your complaint within 2 working days, however if we are unable to do so we will write to you within 5 working days acknowledging your complaint and will make every effort to provide you with a full response within 20 working days. These timescales should allow us to fully investigate and respond to your concerns. However, where possible, we will do our very best to respond to you more quickly.
If after 40 working days we are not in a position to issue a full response to your complaint, we will confirm this, together with the timescale within which you can expect a final response. At this stage, if you are dissatisfied with the delay you may refer your complaint to the Financial Services Ombudsman Scheme.

Please note: The Financial Services Ombudsman Scheme will only consider your complaint once you have completed our customer satisfaction process as outlined above. The contact details for the Financial Services Ombudsman Scheme are:

Financial Services Ombudsman Scheme
Isle of Man Office of Fair Trading
Government Building
Lord Street
Douglas
Isle of Man
British Isles
IM1 1LE

Website: www.gov.im/oft/ombudsman
Telephone: +44 (0)1624 686500
Email: ombudsman@iomoft.gov.im

Finally...
We do hope that you never have the need to resort to this complaints procedure. If you do, please be assured that we will deal with your complaint as quickly and fairly as possible.