COMPLAINTS

If you feel that you have been treated unfairly by a regulated firm or you are unhappy with the service provided to you, you may wish to complain.

In the first instance, you should contact the firm and formally raise the complaint. We recommend that you put your complaint in writing to ensure that there is a record of the communication between you and the firm. All firms regulated by the FSRA are expected to have in place appropriate procedures for complaints handling. Details of the firm’s complaint procedure should be available to you on request and be designed to ensure that your complaint is appropriately addressed and dealt with in a thorough and prompt manner. Once your complaint has been made to the firm, if you are not satisfied with the response provided, or believe that you have a case for financial compensation, you may wish to consult a legal adviser on the merits of pursuing a claim through the courts in St Helena.