Complaints Procedure

This is the Suntera Global complaints policy and procedure. This policy was last updated on 12th August 2020.

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1. What Does this Policy Cover?

This Complaints Policy (this “Policy”) sets out:

  • How you can make a complaint against Suntera Group Limited or any of our subsidiaries (“Suntera”, “we”, “us” or “our”) about the services you receive from us;
  • How you can expect that complaint to be dealt with; and
  • How we ensure that you (as our clients) are treated in a fair and consistent manner.
2. How to make a complaint

We are very proud of our professional global reputation and look to provide the best service possible. If a client should be unhappy with the level of service provided by us, we must ensure that this is dealt with as effectively and efficiently as possible. We are committed to acting professionally, fairly, and with integrity in all business dealings and relationships.

Every complaint is an opportunity for us to see Suntera’s flaws through our clients’ eyes. It is a great opportunity to get feedback about things that may not be working right and to make corrections in that area to identify and remedy systemic or recurring problems. We will constantly uphold all regulations relating to complaints in all the jurisdictions in which we operate.

Our complaints procedure is not a method of examining legal issues, of re-considering cases upon which a decision has been made, or of querying technical issues. It is a means for our clients to complain about procedural matters or the level of service they have received.

If you wish to make a complaint please contact your usual file manager or use any of the following methods, providing as much detail as possible:
  • Write to us at Suntera Global, Clinch’s House, Lord Street, Douglas, Isle of Man, IM99 1RZ
  • E-mail us at legal@suntera.com
  • Call us on: +44 (0) 1624 683242
3. What happens when we receive a Complaint?

Any complaints received by us will be acknowledged in writing within 7 days of receipt and investigated as quickly as possible.

If your complaint is not resolved within seven working days we will write to you including:

  • A summary of your complaint as we understand it;
  • Details of our complaints-handling procedures (for example a copy of this Policy);
  • If required, a request for further details in writing, with supporting evidence; and
  • Advise of the existence of any local Ombudsman Scheme (where appropriate).

If your complaint is not possible to resolve quickly, we will write to you again within eight weeks of receipt of your complaint to advise you of the progress. Following that, we shall continue to update you thereafter until your complaint investigation is completed.

Depending on the nature of the services you have received from us, and in the event we have not managed to resolve your complaint within 8 weeks, you may have the right to contact the Isle of Man Financial Services Ombudsman. The Ombudsman is an Isle of Man government body created to provide free independent dispute resolution for clients of certain types of Isle of Man businesses. If you wish to use their services, they can be contacted:

  • By post at Financial Services Ombudsman Scheme for the Isle of Man, Thie Slieau Whallian, Foxdale Road, St John's, Isle of Man, IM4 3AS
  • By telephone on +44 (0) 1624 686500

4. Monitoring and Reviewing

We monitor the implementation of this Policy on a regular basis to assess its suitability, adequacy, and effectiveness. Any need for improvements are applied as soon as possible. 

5. Jurisdiction Specifics

The processes and procedures contained within this Policy shall generally be applied to all complaints received globally, however, we note that there may be additional or varying requirements in each of the jurisdictions we operate. For further information regarding these specific jurisdictional nuances, please contact our local branches using the contact details provided on the contact page.