Stenham Wealth Management (C.I.) Ltd

Complaints Procedure

 To whom to address a complaint

Complaints should be raised in the first instance with your usual Stenham Wealth Management (C.I.) Ltd contact. 

Alternatively, complaints can be submitted as follows:

- telephoning the Managing Director on +44 (1534) 715 739

- sending an email to complaints@stenhamci.com

- in writing to the Compliance Officer at the following address:

Stenham Wealth Management (C.I.) Ltd
Weighbridge House
2nd Floor
Liberation Square
St. Helier
Jersey
JE2 3NA

 

Handling the complaint

Upon receipt of a complaint, the matter will be considered by the Compliance Officer and another suitably qualified person not involved in the subject matter of the complaint. This person will have the seniority to investigate the complaint effectively and will have the authority to resolve the matter.  All relevant documentation, including the facts of the matter and Client records, will be made available to the person investigating the complaint. 

We will respond to your complaint in writing (either by letter or email) within five business days.

Where a full response, answering the matters raised, cannot be provided within the five-day time frame, we will send you a written acknowledgement confirming that the matter is under investigation/review and advising you that a full response will follow.  Our full response will usually be sent within 10 business days.  However, in exceptional circumstances it may take longer for us to investigate your complaint, in which case we will update you as to the position 10 days after our initial acknowledgement and we will keep you informed as to progress thereafter.

Once we have completed our investigation of your complaint, which will be within three months after the date on which we first had sufficient information to start to investigate your complaint, we will write to you to the effect that: -

We have applied our complaints procedure to your complaint and that we regard the procedure as completed;

If you remain dissatisfied, you have the right to complain to the Channel Islands Financial Services Ombudsman (CIFO) if your complaint falls under the remit of CIFO; 

Your complaint must be referred to CIFO within six months of the date of our letter, or CIFO may not be able to review your complaint;

You must contact CIFO within 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.

If we consider that your complaint is closed or not upheld, we will write to you to that effect, providing the reasons why we have rejected the complaint.

If your complaint remains unsettled for 3 months from our becoming aware of the complaint, we shall inform the Jersey Financial Services Commission (“JFSC”) promptly thereafter.

The JFSC has produced guidance for consumers entitled “The Ombudsman and how to make Consumer Complaints”.  That guidance can be found at this link http://www.jerseyfsc.org/pdf/The-Ombudsman-and-how-to-make-Consumer-Complaints-Nov-2015.pdf

The CIFO contact details are as follows:

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

Email : enquiries@ci-fo.org
Website: www.ci-fo.org

Jersey local phone: 01534 748610 
Guernsey local phone: 01481 722218 
International phone: +44 1534 748610