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Make a complaint

Customer satisfaction is very important to us at Quilter International, but if you do have cause to complain about the service you receive, we have procedures to make sure your complaint is dealt with fairly.

 

How can I complain?

It’s simple to make a complaint to us in writing or over the phone. If you write to us, please mark it clearly as a complaint and if possible, provide the following information:

  • Specific facts, policy number(s) and relevant documentation
  • Proof of losses sustained with calculations (if relevant)
  • The solution you require to resolve your complaint

Including as much detail as you can about what happened will enable us to understand your complaint and investigate it thoroughly. If you are happy for us to call you, please also provide a contact telephone number.

What happens if I complain?

We will acknowledge receipt of your complaint and endeavour to contact you within five working days of receiving the complaint.

Our administration team and manager will be responsible initially for resolving your complaint. If they are unable to do so, it can be escalated to the complaints team who will carry out a review and if they are unable to resolve your complaint, they will send you a final response.

Where do I send my complaint to?

You can address your complaint to the complaints team using any of the following methods:

Quilter International Isle of Man Limited

Email: QINTLcomplaints@quilter.com
Phone: + 44 (0) 1624 655555
Fax: + 44 (0) 1624 611715

Or write to us at:

Quilter International
King Edward Bay House
King Edward Road
Onchan
Isle of Man
IM99 1NU
British Isles

What if I'm not satisfied with the outcome?

We will do everything we can to resolve your complaint but if you are not satisfied by our response, you can refer it to the Isle of Man Financial Services Ombudsman Scheme (FSOS).

The FSOS is an independent body that will consider your complaint impartially to reach a conclusion. There is more information about this service on the FSOS website.

You can write to the Ombudsman at the following address:

The Financial Services Ombudsman Scheme for the Isle of Man

Thie Slieau Whallian
Foxdale Road
St John's
Isle of Man
IM4 3AS