Complaints Procedure (Jersey)

Imperium Trust (Jersey) Limited (Imperium) is regulated by the Jersey Financial Services Commission (the JFSC) and complies fully with the Code of Practice for Trust Company Business. The Code of Practice requires Imperium to have an effective complaint-handling system.

It is important to us that our clients are receiving a professional, high level of service. If we are not meeting your expectations, we ask that you let us know as soon as possible. We are committed to working with you to resolve any issue identified.

We set out below how Imperium will deal with any complaint it receives and the timeframes within which we will respond to you.

It may be helpful to point out, per our Terms and Conditions of Business, that recipients of trust company services (as defined in the Financial Services (Jersey) Law 1998) are currently unable to refer complaints to the Office of the Financial Services Ombudsman.

 

Integrity

Imperium is committed to handling complaints diligently and in a competent, transparent and impartial manner.

 

Complaints Process

  • Complaints should be addressed to Simon Young or another Director of Imperium at the registered office of Imperium, Jersey or by email to ijldirectors@imperiumjersey.com.
  • All complaints will be logged on our complaints register, and an acknowledgement sent to the complainant within five business days.
  • The acknowledgement will give an indication of the time expected to investigate a complaint. Imperium expects to give a full reply to any complaint within one month of receipt.
  • Imperium will keep the complainant informed about the progress of their complaint, including details of any actions being taken to resolve the complaint.
  • A full response to the complainant will be provided within the stated time frame, or if extra time is needed, further contact will be made with the complainant to advise that there is a delay and the reason for it.
  • Imperium will advise the complainant in writing when the complaint is considered closed, and where the complaint is not upheld, clearly state the reason(s) for rejecting the complaint.
  • We aim to conclude the matter to your satisfaction, but a director will manage any ongoing concerns as considered appropriate.
  • If any complaint remains unresolved for three months, Imperium is required to notify the Jersey Financial Services Commission although Imperium may also notify the Jersey Financial Services Commission of a complaint under other circumstances. A complainant may inform the Jersey Financial Services Commission directly of their complaint.

 

The Jersey Financial Services Commission can be contacted at:

PO Box 267
14-18 Castle Street
St Helier
Jersey
JE4 8TP
Channel Islands

Telephone: +44 (0)1534 822000
Email: General communications: info@jerseyfsc.org

Website: https://www.jerseyfsc.org/