Praemium strives to provide the highest possible standards of service to all clients at all times; as such we take complaints very seriously and welcome the opportunity to resolve matters in a prompt, fair transparent and independent manner.
Our aim is to resolve all complaints as soon as possible after we receive your communication. We will always try to put matters right swiftly and most problems can usually be resolved within a few days; however, there may be times (if the investigation is complex and/or further enquiries have to be made) that the process takes longer. In these circumstances, we shall keep you informed of any progress.
How to make a complaint
If you have a complaint, please contact us via one of the following routes to ensure your case is reviewed and the matter investigated.
By email: mailto:[email protected]
Praemium International Limited
3d Floor East, Salisbury House
1-9 Union Street
St Helier, Jersey
By phone: +44 (0) 1534 765453
By fax: + 44 (0) 1534 765459
Investigating your complaint
We will send you a written acknowledgement and initial response within 5 working days following the receipt of your complaint. It is likely that your complaint will be resolved at this time. If further investigation is required, we will keep you informed of our progress. Within 3 months of receiving your complaint, we will send you a Final Response Letter that will explain what our investigation has revealed and what action we propose to take.
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 the CIFO about your complaint within six (6) months of the date of the final response letter 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:
Channel Islands Financial Ombudsman (CIFO)
P O Box 114
Jersey, Channel Islands