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Complaints

Our Commitment to you

Concept Group Limited (Concept) is committed to trying to provide our clients with the highest level of service possible.

We understand, however, there may be times when you are not entirely satisfied with the services you have received or they do not meet your expectations.

We take all complaints seriously.

If you do wish to make a complaint, your complaint will be dealt with courteously and we will strive to resolve your complaint as quickly as possible.

How to make a complaint

If you do wish to make a complaint please do so in writing to:

The Managing Director
Concept Group Limited
PO Box 130
Cambridge House
Le Truchot
St Peter Port
Guernsey
GY1 3HH

Alternatively, you may make a complaint by email to complaints@cgl.gg or by using the interactive form below.

Please include your client reference, full name, address and contact details, in case we need to contact you to obtain further information to assist our investigations.

Please also provide any information or supporting documentation to assist with the investigation of your complaint.

Submit Complaint

Complaints handling process

All complaints will be acknowledged within five (5) business days of receipt.

The Managing Director will direct your complaint to the appropriate Manager who will be responsible for investigating your complaint under the control of a Director. They will refer to the information you have provided, documentation we hold and reports from third parties. Some complaints may take longer to fully investigate, particularly where they involve a predominantly complex matter which requires further investigations or further information is to be requested from third parties.

We aim to provide a final response within twenty-five (25) business days from the business day your complaint is received but if this is not possible we shall contact you again to provide an update and inform you of when we expect to be able to provide you with our final response.

Once all the information has been reviewed and our investigation completed our final response will be issued.

Still not satisfied

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). All complaints outstanding for a period of more than three months will automatically be notified to the GFSC by Concept. You are able to inform the GFSC of your complaint at any time.

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 722 218

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