Regulation
Complaints procedure
If something has gone wrong, we would rather hear it early. Every complaint is logged, and the log is reviewed by a director quarterly.
Stage one — your manager
Raise it with your named manager, by phone, email or in the portal. We acknowledge every complaint within one working day and aim to resolve it within ten working days.
Stage two — a director
If you are not satisfied with the response, write to a director of Falcon Consultants Limited. We will review the file independently of the manager and respond in writing within twenty working days.
Stage three — final response
Our final response sets out our conclusion, the reasons for it, and any redress offered. If it will take longer than twenty working days, we will tell you why and when to expect it.
Escalating further
If your complaint concerns our regulated insurance mediation work and you remain unhappy after our final response, you may refer it to the Channel Islands Financial Ombudsman, and the Jersey Financial Services Commission may be notified. Contact details are provided with every final response.
This procedure is being finalised with our compliance adviser ahead of launch. Registration numbers and the ombudsman's contact details will be published here in full.
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