Customer complaints

Services in the Channel Islands are provided by AFEX Offshore Limited (which does business under the trade name of AFEX).

At AFEX, we do everything we can to make sure our clients get the best possible service. We do recognise, however, that this may not always be the case. When that happens we always encourage you to tell us so that we can address it accordingly.

What should you do if you wish to make a complaint?

We have formal complaints handling procedures in place to ensure that all complaints are handled in a way which is fair and consistent and timely.

Who should you contact if you wish to make a complaint?

AFEX Offshore Ltd

Compliance Department

1st Floor, 9 Burrard Street

St Helier, Jersey, JE2 4WS

Email: complaints.uk@afex.com

Telephone: +44 (0) 1534 748204

We will always try and resolve your concerns by the close of the next business day, although if this is not possible, we will send you a written acknowledgement within five business days. This will set out our understanding of the issues you have raised and will contain the name and contact details of the person dealing with the complaint. We aim to resolve complaints expediently and will contact you regularly to keep you informed of progress.

As soon as we have established all the facts and completed our investigation, we will provide you with a final response which will set our findings and explain our final position. Our final response will also include, if applicable, details of your right to contact The Channel Islands Financial Ombudsman (CIFO), should you remain dissatisfied with our investigation or the outcome of your complaint.

If after eight weeks your complaint is still unresolved, we will write to you to explain why we have not been able to provide you with a final response and also indicate when we should be able to do so. We will also advise you that you may be entitled to refer your complaint, subject to eligibility, to the CIFO.

If you are not satisfied with the response from AFEX, inform the CIFO who is able to resolve complaints about certain types of financial services, where the complaint relates to a matter that occurred on or after 1 January 2010. CIFO can be contacted by email at: complaints@ci-fo.org, via its website www.ci-fo.org or by writing to it at:

Channel Islands Financial Ombudsman

PO Box 114

Jersey

Channel Islands

JE4 9QG

For more information about how The Ombudsman and how to make Consumer Complaints; please visit http://www.jerseyfsc.org/the_commission/about_us/complaints/.