Should you have any cause for complaint about our services please raise the matter in the first instance with your adviser or contact at IIM. If this course of action fails to lead to a satisfactory resolution of the complaint you are asked to contact our Compliance Officer who is a senior company official. He will not have been previously been involved in the matter that is the subject of your complaint.
Your complaint will be handled in accordance with our internal complaints procedure, a copy of which is available on request. Details of your complaint will be logged by us to enable us to carefully monitor the progress of the investigation.
We will acknowledge your complaint within five days of receipt and may be able to fully process it in this period. Otherwise, the acknowledgement will outline our understanding of the basis of your complaint and confirm that we will contact you again within eight weeks of the date of receipt of your complaint, to provide our final response or to let you know why we cannot do so. During that period we may contact you to ask you for further information to clarify some points.
The Compliance Officer will obtain and review a copy of your client file and prepare a summary of the records we hold. He will ask for reports from relevant staff, representatives or any other person, if he feels this will assist us in our enquiries. He will assess the complaint and prepare a report for presentation to the Board of Directors who will review the investigation and come to a decision on your complaint, after which we will write to you setting out the results of the investigation. We refer to this as our ‘final response letter’.
The final response letter we send you will explain how we have reached our conclusion and set down the terms of any redress or compensation payable, if appropriate.
If you feel that IIM has not addressed your complaint you may wish to refer the matter to the Isle of Man Financial Services Ombudsman Scheme which acts independently as an unbiased adjudicator. Their address is: Isle of Man Office of Fair Trading, Thie Slieau Whallian, Foxdale Road, St John’s IM4 3AS.