How to complain
We do everything we can to make sure our customers get the best possible service. However, sometimes, we don't get things right.
When that happens, we always encourage you to tell us about your complaints, so that we can put matters right.
We want to:
- make it easy for you to tell us about your complaint
- give your complaint the attention it deserves
- resolve your complaint without delay
- make sure you are satisfied with how your complaint was resolved
How and where to complain
| In person | Visit any of our branches and speak to one of our staff. Use our Branch Locator to find your nearest branch. |
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| In writing | Address your letter to The Manager of your branch or your Relationship Manager. Use our Branch Locator to find the address for your branch. |
| By telephone | Use your usual number for contacting the Bank. |
| Online | Complete our online form. Please note that additional personal information should not be included in this message for security reasons. We will respond by the telephone or a letter for the same reason. |
How long will it take?
| Immediately | Our aim is to address any complaints as soon as possible and within the regulatory guidelines. The timescales we adhere to are detailed below. |
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| Five days | If we have been unable to resolve your complaint by the end of the following business day, we will write to you within five business days to:
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| Four weeks | In the majority of cases, we will be able to resolve your complaint within four weeks. If we have not resolved it within four weeks, we will contact you to explain why and tell you how much longer we expect it will take to resolve. |
| Eight weeks | In exceptional circumstances, where your complaint is particularly complex, matters may take longer than eight weeks to resolve. If this occurs, you will be advised in writing what investigation has taken place and you will be provided with a reason as to why the complaint has not been resolved. Additionally, you will be provided with a realistic timescale as to when a final response can be expected. We will also provide details of the Financial Ombudsman Service and how you may ask them to look into your complaint. |
Investments and payment protection insurance
Our Customer Service Team are a specialist team who deal with investment and insurance related complaints. They conduct an independent review, collating information from several areas including your file and the product providers. It may also be necessary to ask you to provide more information. The team will acknowledge your complaint in line with the timescales detailed earlier.
If you are not happy with the results of the review we would hope that you would write to the team. However, customers whose complaint relates to an event after 20 April 1999 have the right to contact the Ombudsman.
What if you're not happy with our response?
Our aim is that your complaint should be resolved as quickly as possible by staff who have the right experience, knowledge and authority.
However, if you're not satisfied with our action or explanation you can ask for your case to be reviewed at a higher level within the Bank.
Our Customer Service Team are a specialist team who will need to investigate your complaint fully and therefore will aim to reply within 2 weeks from the date you contact us. If the investigation is likely to take longer, they will keep you fully informed of progress.
You can write to the Head of Customer Service at the address shown below. Please quote your account number, branch sort code, details of your complaint and what you would like the Bank to do to resolve it.
Personal Customers
Head of Customer Service
PO Box 678
23-25 Broad Street
St Helier
Jersey
JE4 8PD
Corporate Customers
Head of Service
Corporate Banking
Royal Bank House
2 Victoria Street
Douglas
Isle of Man
IM99 1AN
What happens if we can't reach agreement?
Isle of Man Bank is a member of the Ombudsman Scheme and if we cannot reach agreement with you, we will send you a 'final response letter'. This will clearly set out Isle of Man Bank's position with regard to your complaint and will also advise you how to contact the Ombudsman to request them to review your case if you feel it appropriate.
The Financial Services Ombudsman Scheme
The Ombudsman acts independently of the Bank and provides a free service as an impartial adjudicator. The Ombudsman can deal with complaints about most types of banking business. However, they must be a private individual.
There are certain types of complaint the Ombudsman cannot deal with, including the following:
- a mistake that has not caused financial loss, material inconvenience or material distress
- matters that have been (or are being) dealt with by a court
- the way the banking system operates
- the way in which the Bank used its commercial judgement - for example, whether or not to give someone an account, a loan or a credit card - and the terms applied unless there was a maladministration. (Maladministration includes material mistake, undue delay, improper discrimination or failure to follow proper procedures).
- fees or interest that are changed properly under the terms of the account
If you wish to ask the Ombudsman to review your complaint the address to write to is:
The Financial Services Ombudsman Scheme
Government Buildings
Lord Street
Douglas
Isle of Man
IM1 1LE