At JTC, we are committed to open and honest communication.
It is important for us to know when you have a problem so that we can address your concerns, work towards a resolution and maintain your confidence in our service. If, for any reason, you are dissatisfied with any aspect of our service, we encourage you to let us know as soon as possible.
Complaints
We take all complaints seriously and seek to resolve them to your satisfaction. Most concerns can be resolved at the initial point of contact with us, quickly and efficiently.
Any issue that cannot be resolved will be escalated in accordance with our policy.
If a matter cannot be resolved satisfactorily after stage one, you may be able to refer your complaint to an external body (depending on the product and location of your JTC Employer Solutions office).
Get in touch
If you have any concerns, please get in touch with your usual JTC Employer Solutions contact as soon as possible or, if you wish for your complaint to be handled by someone else, please let us know.
Complaints Procedure
Upon receiving your complaint, we will try to resolve it in a timely fashion, wherever possible.
We will send you an acknowledgement within five working days of receipt of your complaint to reassure you that your complaint has been received and is being dealt with. Any investigation will be conducted with impartiality and undertaken in a competent and diligent manner. We will advise you of the expected timeframe to resolve your complaint and will keep you informed of the progress we are making as our enquiries continue.
To help us investigate and resolve your complaint as swiftly as possible, it would assist us if you could please provide the following information:
- Your full name, address, preferred contact details (including telephone number); and the name of the JTC area of business which is the subject of your complaint;
- A clear outline of your complaint;
- Copies of any supporting documents concerning your complaint, paying special attention to the dates relating to the issue; and
- Details of what you would like us to do to rectify the situation
A summary of our complaint procedure is available upon request.
Resolution of Your Complaint
Review
This will involve a review by an independent and senior member of the JTC team.
When all appropriate enquiries and investigations in respect of your complaint have been completed, we will write to you with details of the outcome of our review. Where your complaint is upheld, we will also specify any action that we are proposing to take, or have already taken, to remedy the situation or to ensure we minimise the risk of a reoccurrence (as appropriate).
We will aim to send this final response as soon as possible, which will normally be within four weeks of receipt of your complaint. If we are unable to do so, we will send you a written update to explain why this is the case and to provide you with a revised timeframe for concluding the matter.
Once we have sent our final response to you, we will treat the matter as closed if you do not respond within four weeks.
Escalation
If you are dissatisfied with the outcome of your complaint, or the manner in which it has been handled, you may be able to seek assistance from an independent party.
Please select the relevant jurisdiction for more information.
Regulator Contact Details
Dubai Financial Services Authority (DFSA)
Physical Address: Level 13, West Wing, The Gate, DIFC
Postal Address: PO Box 75850, Dubai, UAE
Phone: +971 (4) 362 1500
Our contact details – DUBAI
JTC Employer Solutions (DIFC) Limited, Central Park Towers, 01-36 DIFC, Dubai, UAE
Phone: +44 (0) 1624 688 600
Email: [email protected]
Visit the Employer Solutions website
The Channel Islands Financial Ombudsman (CIFO)
Clients of JTC’s operations in Guernsey may have recourse to CIFO.
If your complaint takes longer than three months from the date you provided sufficient information to JTC to begin investigating the complaint, you are entitled to take the matter to CIFO without further delay.
Alternatively, if you are advised that the matter has been concluded by us, but are not satisfied with our final response, you can contact CIFO, provided it is within six months of the date of our final response (after this date CIFO may not be able to review your complaint).
Please note that the CIFO Service is only available for complaints relating to events after 2 July 2013 in Guernsey, Alderney and Sark.
You must also contact CIFO within six years of the event complained about, or (if later) two years from when you could reasonably have been expected to become aware that you had reason to complain.
If your complaint does not fall under the remit of CIFO then it may be referred to the relevant Regulator.
CIFO Contact Details
PO Box 114, Jersey, Channel Islands, JE4 9QG
Enquiries: [email protected]
Complaints Email: [email protected]
Guernsey telephone number: +44 (0) 1481 722 218
Regulator Contact Details
Guernsey Financial Services Commission
Glategny Court, Glategny Esplanade, St Peter Port, Guernsey, Channel Islands, GY1 3HQ
Phone: +44 (0) 1481 712 706 / 712 801
Fax: +44 (0) 1481 712 010
Email: [email protected]
If you are unsure as to the location or regulatory status of the JTC business with which you are contracted, please ask your usual JTC Employer Solutions contact.
If you are a member of a JTC Employer Solutions administered Pension Plan where the Trustee is UK resident, you may be able to raise your complaint with the UK Pensions Regulator, although please check with your usual JTC Employer Solutions contact.
The Pensions Regulator
Customer Support, The Pensions Regulator, Telecom House, 125-135 Preston Road, Brighton BN1 6AF
Phone: +44 (0) 345 600 0707
Email: [email protected]
Visit the Pensions Regulator website
Our Contact Details – Guernsey
Ground Floor, Dorey Court, Admiral Park, St. Peter Port, PO Box 156, Guernsey, GY1 4EU
Email: [email protected]
The Isle of Man Pensions Ombudsman (“IOMPO”)
If your occupational or personal pension is managed or administered by JTC Employer Solutions (IOM) Limited in the Isle of Man, you may have recourse to the IOMPO.
If you are advised that the matter has been concluded by us, but are not satisfied with our final response, you can ask the IOMPO to investigate and determine your complaint. The IOMPO is completely independent and impartial and services are free.
The IOMPO has been appointed under section 145(2) of the Pensions Schemes Act 1993 and may investigate and determine any complaint or dispute of fact or law in relation to a personal or occupational pension scheme, made or referred in accordance with that Act.
Your complaint must be made to the IOMPO within three years of when the event you are complaining about occurred, or if later, within three years of when you first knew about it (or ought reasonably to have known about it).
The IOMPO cannot investigate complaints about the sales of pension schemes from, or on the Isle of Man. In this instance, you may need to ask for your complaint to be investigated by the Isle of Man Financial Services Ombudsman.
IOMPO contact details
The Treasury, 1st Floor, Markwell House, Market Street, Douglas, Isle of Man. IM1 2RZ
Email: [email protected]
Isle of Man Financial Services Ombudsman (“IOMFSO”) contact details
Thie Slieau Whallian, Foxdale Road, St Johns, Isle of Man, IM4 3AS
Phone: +44 (0) 1624 686500
Email: [email protected]
Regulator Contact Details
Isle of Man Financial Services Authority
PO Box 58, Finch Hill House, Bucks Road, Douglas, Isle of Man. IM99 1DT
Phone: +44 (0) 1624 646000
Email: [email protected]
The IOMFSA has no power to arbitrate in complaints and does not investigate individual complaints.
For your information, the IOMFSA has issued consumer guidance about making a complaint against a regulated entity which provides further details of their remit.
our contact details – ISle of man
JTC Employer Solutions (IOM) Limited: Bridge Road, Unit 2, Block E, Quay West, Douglas, Isle of Man. IM1 5AG
Phone: +44 (0) 1624 688 600
Email: [email protected]
The Channel Islands Financial Ombudsman (CIFO)
Clients of JTC’s operations in Jersey may have recourse to CIFO.
If your complaint takes longer than three months from the date you provided sufficient information to JTC to begin investigating the complaint, you are entitled to take the matter to CIFO without further delay.
Alternatively, if you are advised that the matter has been concluded by us, but are not satisfied with our final response, you can contact CIFO, provided it is within six months of the date of our final response (after this date CIFO may not be able to review your complaint).
Please note that the CIFO Service is only available for complaints relating to events after 1 January 2010 in Jersey.
You must also contact CIFO within six years of the event complained about, or (if later) two years from when you could reasonably have been expected to become aware that you had reason to complain.
Your complaint may also be referred to the relevant Regulator in certain cases.
CIFO Contact Details
PO Box 114, Jersey, Channel Islands, JE4 9QG
Enquiries: [email protected]
Complaints Email: [email protected]
Jersey telephone number: +44 (0) 1534 669 800
Jersey Financial Services Commission
PO Box 267, 14-18 Castle Street, St Helier, Jersey, Channel Islands, JE4 8TP
Phone: +44 (0) 1534 822 000
Fax: +44 (0) 1534 822 002
Email: [email protected]
Find out more about how to make a complaint.
Visit the Jersey Financial Services Commission website
The Pensions Regulator
Customer Support, The Pensions Regulator, Telecom House, 125-135 Preston Road, Brighton BN1 6AF
Phone: +44 (0) 345 600 7060
Email: [email protected]
Visit the Pensions Regulator website
Our Contact Details – jersey
JTC House, 28 Esplanade, St Helier
Phone: +44 (0) 1534 702 999
Email: [email protected]