Complaints

Oakglen Wealth Planning (Jersey) Limited (“Oakglen Wealth Planning”)

 

Complaints Procedure

Oakglen Wealth Planning endeavours to provide the highest possible standards of service at all times. We take complaints very seriously and welcome the opportunity to resolve matters in a transparent, competent and timely manner.

Our aim is to resolve any expression of dissatisfaction as soon as possible. The majority of problems can usually be resolved within a few days; however, there maybe times (if the investigation is complex and/or further enquiries have to be made) that the process takes longer.

Oakglen Wealth Planning have a Complaints Procedure that is available on request. Your complaint will be acknowledged in 5 business days. Wherever possible your complaint will be dealt with expeditiously. If this is not possible you will be advised in writing of when you may expect a full response. If you are unhappy with our response you may be able to make a complaint to the Channel Islands Financial Ombudsman.

 

To whom to address a complaint

In the event that you have reason to make a complaint against Oakglen Wealth Planning, such complaint should be made in writing to:

The Compliance Manager
Oakglen Wealth Planning (Jersey) Limited
1 IFC
St Helier
Jersey
JE2 3BX

Alternatively, complaints can be submitted as follows:

To help us to investigate and resolve the complaint as quickly as possible, can the following information please be included:

  • Your name, account number, email address and telephone number;
  • A description of your complaint or concern;
  • Any supporting documentation and correspondence.

 

Handling the complaint

Upon receipt of a complaint, the matter will be considered by the Compliance Manager and another suitably qualified person. 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 confirming that the matter is under investigation/review.

We will investigate your complaint promptly and keep you informed about the progress of your complaint and the action we are taking to resolve the complaint.

  • 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 a ‘final response’ 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 final response 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.

The CIFO contact details are as follows:
Channel Islands Financial Ombudsman (CIFO)
PO Box 114
Jersey, Channel Islands
JE4 9QG

Email: enquiries@ci-fo.org
Website: www.ci-fo.org
Jersey local phone: +44 (0) 1534 748 610
Guernsey local phone: +44 (0) 1481 722 218
International phone: +44 (0) 1534 748 610

In the event that you wish to make a complaint about how your personal data is being processed by Oakglen Wealth Planning (or third parties on our behalf), or how your complaint has been handled, you have the right to lodge a complaint directly with The Office of the Information Commissioner and Oakglen Wealth Planning’s data protection representative.

Contact details for each of these contacts are:

The Office of the Information Commissioner
5 Castle Street
St Helier
Jersey
JE2 3BT

Brunel House
Old Street
St Helier
Jersey
JE2 3RG

The Compliance Manager
Oakglen Wealth Planning (Jersey) Limited
1 IFC
St Helier
Jersey
JE2 3BX