Complaints Policy
Hawk Group Limited is committed to providing a high-quality service to everyone we deal with but we acknowledge that we may not always get it right.
Our policy is to treat as a complaint any expression of dissatisfaction with our service which calls for a response. We listen to your complaints, treat them seriously, and learn from them so that we can continuously improve our standards of service.
We will always try to resolve your complaint as quickly as possible and to help us to understand your complaint, please provide a full description of the complaint.
How to report a complaint:
If you have a complaint, you can contact us by emailing complaints@hawk.je or put it in writing to Hawk Customer Experience team, 4th Floor, Windward House, La Route de la Liberation, St Helier, Jersey, Channel Islands, JE2 3BQ
How we deal with any complaint that is referred to us
We will provide in writing, within 5 business days, unless expressly agreed by you, an acknowledgment that your complaint has been received and confirm that the complaint is being considered.
We will investigate the complaint and determine the outcome in writing. The final response will be sent promptly but usually within 8 weeks of first receiving the complaint and, in any event, within 3 months of first receiving the complaint. The complaint will be considered closed if no response to the contrary of our final response is received within 14 business days.
If the complaint is upheld, the investigation will also determine what, if any, redress, or remedy is appropriate.
If you are unhappy with the outcome of our complaints handling procedure, please let us know and then we will review the matter.
Your rights:
If you remain dissatisfied with the final response, you can refer the complaint to the Channel Islands Financial Ombudsman (“CIFO”) within 6 months of the final response. Further details can be found on their website: https://www.ci-fo.org/about/how-we-work/
CIFO contact details:
Email address: enquiries@ci-fo.org
By telephone: +44 (0) 1534 748610
By mail to:
Channel Islands Financial Ombudsman (CIFO)
P O Box 114
Jersey, Channel Islands
JE4 9QG