Clients Complaints Policy
Cannon is a financial and fiduciary services company that prides itself on providing all our clients with exceptional service. We also acknowledge that there are times where we have not provided the services that we have committed to deliver to you. We accept this might cause you to raise this as a complaint which will be fairly considered. We value this feedback to improve our service and to take the appropriate corrective action as determined by this process. Cannon expects staff at all levels to be committed to being fair, effective and efficient in handling complaints.
This document outlines our complaints procedure and our key contacts who will be assisting you in resolving any issues.
Who to contact
To get your complaint attended to, please direct it to any of the below:
Our compliance officer - gill.harradine@cannonhouse.com
Your relevant client director or any director
Your relevant relationship manager
Your relevant administrator
What happens next
A complaint report will be opened, and a copy submitted to our compliance department, as well as to one of our directors. You will receive a written acknowledgement, preferably within 3 working days to indicate which senior manager or independent director will investigate the complaint and the response deadline, which is usually within 20 working days.
Once the necessary investigations have been completed you will receive a response which will have been signed off by a director and/or an independent compliance officer. If our team cannot provide feedback within the initial response period, they will reach out to you to communicate the new timeframe and reason for delay.
If a complaint remains unsettled for longer than three months, Cannon will inform the GFSC, but you are also entitled to directly contact the GFSC in such an event.
A complaint will be considered resolved if you confirm that or if no further communication is received within 4 weeks from the date of the substantive response sent to the complainant.
If you are still not satisfied
We will address each complaint with integrity and in an equitable, objective and unbiased manner but if you feel that your complaint was not handled properly, please contact the Channel Islands Financial Ombudsman (CIFO) who may be able to assist you at the details below:
Channel Islands Financial Ombudsman
P O Box 114
Jersey,
JE4 9QG
Channel Islands
E-mail: enquiries@ci-fo.org
Website: www.ci-fo.org
Guernsey local phone: +44 (0)01481 722218
Jersey local phone: +44 (0)1534 748610.
The primary role of CIFO is to resolve complaints regarding financial services provided in/from Jersey, Guernsey, Alderney and Sark.
Cannon is licensed by the Guernsey Financial Services Commission (“GFSC”). Licensed firms are required to have in place and to operate effective policies and procedures to complete the necessary documentation required to meet regulatory obligations.