Clegg Gifford, Guernsey Insurance Broker

How to Make a Complaint

We aim to provide the highest service standards at all times however, if for any reason you are not satisfied, we would like to hear from you.

The procedure which follows has been put in place to ensure that your concerns are dealt with promptly and fairly.

How to make a complaint:

If you are insured with us via a broker your first point of contact should be your broker who will take up your complaint on your behalf with us.

If you are insured with us "direct" your first point of contact should be:

Compliance Department
Clegg Gifford
Po Box 332
Admiral House
Place Du Commerce
St Peter Port
Guernsey
GY1 3UD

Email: guernsey@cginsurance.com
Telephone: 01481 728987

Please remember to include your name, the name of the policyholder as shown on the current policy schedule and the policy and/or claim numbers in all communications.

Verbal complaints

Should you telephone us to make a complaint; we will aim to resolve the complaint to your satisfaction within three business days (business days are Monday to Friday, excluding public holidays). If we are unable to resolve the complaint within this time period, the matter will be passed to the Compliance Department, who will undertake an impartial review. Once a decision has been made, we will issue details of this in the form of a final response letter. Please note that a final response letter will be issued within 3 months of the date of your verbal complaint.

Written complaints

Should you communicate your complaint in writing, we will upon receipt:

  • Acknowledge the complaint
  • Issue a response letter within 3 months.

If we are unable to issue a final response letter within 8 weeks we will contact you to give reasons for the delay and indicate when we expect to issue a final response letter.

Response letter

This will summarise the complaint, detail our findings and explain the decision we have made.

If you remain dissatisfied

If you have not received a final response within 3 months of making the complaint, or are unhappy with the decision, you can ask the Channel Islands Financial Ombudsman (CIFO) to review the matter. They can be contacted as follows:

Post: Channel Islands Financial Ombudsman (CIFO)
Po Box 14,
Jersey,
Channel Islands,
JE4 9QG

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

Email: enquiries@ci-fo.org

Web: www.ci-fo.org

Please note, you must contact CIFO about your complaint within six (6) months of the date of the response letter or CIFO may not be able to review your complaint.