Concept Group is committed to providing the highest level of service. However, we recognise that there may be times when you have cause to complain.

Therefore we appreciate client feedback, which we use to evaluate and improve our offering to you.

If you are not satisfied, please tell us straight away. We will look into your complaint and inform you of the outcome. All complaints will be acknowledged within five business days of receipt.

In the first instance you should contact in writing:
The Managing Director
Concept Group Limited
PO Box 130
Cambridge House
Le Truchot
St Peter Port
Guernsey
GY1 3HH

Your complaint will be handled in accordance with our complaints procedure.

If you are not satisfied with our final response you can refer your complaint to the Channel Islands Financial Ombudsman (CIFO).

You must contact CIFO about your complaint within six (6) months of the date of our final response or CIFO may not be able to review your complaint.

You must also contact CIFO within six (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.

Concept and its subsidiaries are regulated by the Guernsey Financial Services Commission (“GFSC”), if you do wish to refer your complaint to the GFSC; you should bear in mind their limitations.

It is important to note that the GFSC has no power to adjudicate in a dispute or to order Concept to put matters right and, in particular, is unable to order Concept to pay compensation.

All complaints outstanding for a period of more than three months will automatically be notified to the GFSC by Concept.

How to contact the Channel Islands Financial Ombudsman

Channel Islands Financial Ombudsman (CIFO)
PO Box 114
Jersey, Channel Islands
JE4 9QG

Email: enquiries@ci-fo.org
Website: www.ci-fo.org
Telephone: +44 (0) 1481 722218

How to contact the Guernsey Financial Services Commission

Guernsey Financial Services Commission
PO Box 128
Glategny Court
Glategny Esplanade
St Peter Port
Guernsey
GY1 3HQ

Telephone+44 (0) 1481 712706/712801
Website:www.gfsc.gg