Making a complaint
We’re really keen to learn how we can improve any part of our services. We welcome
any form of feedback from you. We take every complaint seriously and look to use
the feedback you give us to put things right.
|
Timescales |
Expected outputs |
|
Week one |
When we receive your complaint, we promise to acknowledge it within five working
days |
|
Within the first four weeks |
We’ll carry out a full and impartial investigation of your complaint and take account
of all available information, and write to you with details of the outcome and our
decision |
|
After four weeks |
If we haven’t been able to complete the investigation within four weeks, we’ll write
and let you know what's causing the delay and when we hope to be able to give our
response |
|
Within eight weeks |
If the investigation still isn’t complete within eight weeks and we aren’t waiting
for any more information from you, we’ll write and explain why. |
If you don’t agree with our decision, or our investigation isn’t completed within
eight weeks, you can refer to the Isle of Man Financial Services Ombudsman
Scheme.
We will be happy to provide copies of our complaints leaflet in large print.