R&H Trust Co (Jersey) Limited (“RHTC”) and R&H Fund Services (Jersey) Limited (“RHFS”) operate complaints handling procedures pursuant to which any complaint will be carefully considered and handled transparently, competently, diligently and impartially.
Complaints may be lodged by, or on behalf of, any person (whether individual or corporate) directly affected by an act or omission of RHTC and/or RHFS, where they have suffered (or may suffer) financial loss, material inconvenience or material distress as a result of the act or omission complained of.
Any complaint should be submitted in writing and addressed to the either RHTC or RHFS at Ordnance House, 31 Pier Road, St. Helier, Jersey, JE4 8PW. Alternatively, complaints can be lodged via the form on our contact page.
Complaints can also be made via email to one of the following addresses:
Complaint handling process
All complaints received will be acknowledged in writing within 5 working days. Each complaint will be recorded and reviewed by a Director and also the Compliance Officer and investigated further if deemed necessary and this process should be completed within 4 weeks from the date of receipt. The relevant director or an officer of RHTC or RHFS will ensure that the complainant is kept advised as to the progress of the complaint and any actions being taken to resolve the complaint. All complaints should either be resolved or the identified and agreed resolution actively in progress within 8 weeks.
Following the review or further investigation any complaint which is not upheld will be advised to the complainant and the reasons for such determination will also be communicated.
Any complaint which is not satisfactorily resolved within 3 months will be notified to the regulator; the Jersey Financial Services Commission.
A complainant who is dissatisfied with the decision of RHTC or RHFS may either seek independent professional advice or refer the matter in writing or via email to the Jersey Financial Services Commission.
Jersey Financial Services Commission – Supervision
PO Box 267, 14-18 Castle Street, St Helier, Jersey, JE4 8TP