Complaints Procedure

We are committed to providing the highest standard of service to you and all our clients, but occasionally we may not live up to your expectations. If this happens we want to hear from you.

If you let us know when you are unhappy with the service you experience it gives us the opportunity to put matters right for you and to improve the service in the future for everyone.

Contact Us

Our staff are your first point of contact as they are best placed to receive your complaint and are dedicated to working with you to resolve the matter. You can share your concerns with them in person, by telephone, letter or e-mail (for confidentiality reasons, please do not quote your account details if sending your complaint via e-mail). If your complaint involves a request for compensation, then your complaint must be submitted in writing.

Contact Us By Telephone

  • For complaints relating to our Offshore Savings Services please dial +44 1481 727374.
  • For complaints relating to our Mortgage Services please dial +44 1481 730730.

Contact Us By Post

Please write to:

The Director of Operations or The Director of Credit (as appropriate)
Skipton International Limited
P.O. Box 509
Tudor House
The Bordage
St Peter Port
Guernsey
GY1 6DS

Alternatively you can address your complaint to The Managing Director.

Contact Us By Email

You can e-mail us at: complaints@skiptoninternational.com

We will usually reply to your e-mail address, but there may be occasions where we need to respond by post, e.g. when we need to refer to confidential information or enclose copies of relevant documents.

What We Need You To Provide

To help us investigate and resolve your complaint as quickly as possible please provide the following information:

  • Your name and address
  • Your account number (for confidentiality reasons, please do not quote your account details if sending your complaint via e-mail)
  • A telephone number where we can contact you during our office hours
  • A clear description of your concern or complaint including, where applicable, specific details regarding transactions, amounts, dates and who you might have spoken to.
  • Copies of any relevant documents, such as letters or statements
  • Most importantly, details of what you would like us to do to put it right

How We Will Respond

We will do our best to resolve your complaint immediately and with the minimum of inconvenience to you.

Our first step is to understand what the problem is and to find out what we can do to put the matter right.

Occasionally we may not be able to sort out your complaint straight away. When this is the case, you can expect us to send a written acknowledgement of your complaint within 3 working days of receipt of your complaint, providing details of who the best person is to handle your complaint and their contact details for future reference.

We will keep you informed of the progress and aim to fully resolve your complaint within 4 weeks. If we are unable to do so, we will write explaining what is happening and let you know when we expect to resolve the matter.

After 8 weeks you will receive a final response or a further progress report on our investigations.

Our aim is to resolve your complaint as quickly as possible and to your complete satisfaction, however if you are still not happy please contact us again.

If you are not satisfied with our final response to your complaint, you can refer your complaint to the Channel Islands Financial Ombudsman (CIFO).

You must contact CIFO about your complaint within 6 months of the last contact from Skipton or CIFO may not be able to review your complaint.

You must also 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.

You can contact CIFO at Channel Islands Financial Ombudsman (CIFO), P O Box 114, Jersey, Channel Islands, JE4 9QG. 

e-mail: enquiries@ci-fo.org, website: www.ci-fo.org Telephone 01481 722218 or 01534 748610

Alternatively you may notify the Guernsey Financial Services Commission of your complaint at: The Banking Division, GFSC, Glategny Court, Glategny Esplanade, St Peter Port, Guernsey, GY1 3HQ.

Your feedback is invaluable to us and the team at Skipton International Limited is dedicated to ensuring your satisfaction with the products and service on offer.