At RCIL we are committed to providing a high quality service to our clients.
However, we recognise that there may be times when you have cause to complain. Occasionally things may go wrong and we will do our utmost to resolve your issue fairly and to your satisfaction at the earliest possible opportunity.
If you are not satisfied with any aspect of our service or products, please contact your investment manager or you can contact the Compliance Officer directly by emailing compliance@ruffer.co.uk.
What happens next
Once we have received your complaint, we will promptly (no longer than five business days) acknowledge its receipt and confirm when you can expect to hear from us. We will aim to resolve your complaint as quickly as possible (usually within eight weeks) and keep you regularly informed of the progress we are making in trying to resolve it. Once we consider your complaint resolved we will send you a final response. In the unlikely event we take longer than three months, you have the right to inform the regulator (The Guernsey Financial Services Commission) directly of your complaint.
What do I do if I remain dissatisfied?
Included in our final response will be details of the action you can take if you remain dissatisfied with the resolution of your complaint: you can refer your complaint to the Channel Islands Financial Ombudsman (CIFO). Details about CIFO can be found on their website, www.ci–fo.org.
November 2019
