Complaints

 We aim to provide all our clients with the highest levels of service, integrity and professionalism. In the event that any client should experience dissatisfaction, we have established an internal complaints handling procedure.

If you wish to make a complaint you should supply details of the full nature of your complaint in writing to:

Sue Garrett
Company Secretary and Compliance Officer
Nordben Life and Pension Insurance Co. Limited
Harbour House
South Esplanade
St Peter Port
Guernsey
GY1 1AP

We have established service levels, which will be adhered to when dealing with complaints. Complaints will be responded to within two working days.

If it becomes apparent that a full review of the complaint cannot be undertaken within this stipulated time, we will advise you of the delay and anticipated date of full response.

Where the complaint relates to a particular product, it will be reviewed by the relevant product departmental Manager, who will ensure that it is properly investigated and the appropriate action taken. A response setting out any action taken is normally issued by the departmental Manager or his / her deputy.

Our response will seek to redress the complaint in a fair and equitable manner. Should you still not be satisfied you may refer the complaint in writing to:

The Board of Directors, at the address given above.

The Company Secretary and Compliance Officer periodically reviews the complaints and in addition a review of complaints is carried out at each Board Meeting.