IF YOU'RE NOT HAPPY
We at Umost strive to ensure that we maintain high standards of customer care, unfortunately there may be circumstances where you feel that we have not delivered on these high standards.
Where you feel it necessary to make a complaint, we will endeavour to do our utmost to resolve your complaint as efficiently and effectively as possible. Your custom is important to us and we want you to be entirely satisfied with the service you receive from us.
If you wish to make an official complaint please see the below steps.
How to make a complaint
If you are not happy with our services, products or business conduct and have a complaint about the products or services provided by us, you may lodge a complaint in writing with full details of the subject of the complaint, relevant documentary materials which may support your complaint, your full name, plan number and how we may contact you (i.e. full address, telephone number, e-mail address, etc.).
We prefer not to deal with verbal or anonymous complaints. However, you may call us or make your complaint in person, should you have any difficulties which may prevent you from making a written complaint.
How we shall handle your complaint
Information in relation to a complaint will be treated as strictly confidential. Upon receipt of your complaint, we shall send a written acknowledgement to you by either email or letter.
Within thirty (30) days from the date of receipt of the complaint, we shall send you either a final response or a response which explains why we are not in a position to provide a final response or gives reasons for the delay and indicates when we expect to be able to provide a final response.
The acknowledgement and the final response may be combined, if we are able to provide a final response within a short period of time.
How to contact us
Your complaint should be addressed to Utmost Worldwide Limited for the attention of the Complaints Team contact details are as follows:
Utmost Worldwide Limited.
St Peter Port,
T 01481 715800
Channel Islands Financial Ombudsman
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 official letter of response, that is no later than six months from the date of the letter or the CIFO may not be able to review your complaint.
You must also contact the 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 the CIFO at:
Channel Islands Financial Ombudsman (CIFO)
P O Box 114
Jersey, Channel Islands
Jersey local phone: 01534 748610
Guernsey local phone: 01481 722218