Fairness of outcome and fairness of process... The Channel Islands Financial Ombudsman (CIFO) is the trusted independent dispute-resolution service for unresolved complaints involving financial services provided in or from the Channel Islands of Jersey, Guernsey, Alderney and Sark.

Standards & International Engagement

CIFO’S MISSION STATEMENT

The Channel Islands Financial Ombudsman is independent. We support public confidence in financial services by resolving complaints when things go wrong and pointing out where things could be improved.

We are easy to use and understand, and free for complainants. We do not take sides. We decide what is fair, even if that is not popular. We are open about our work. We are prompt and efficient, and seek to get better at what we do.

INTERNATIONAL ENGAGEMENT

Given the international nature of the financial services sector in the Channel Islands, it is appropriate that CIFO forms relationships with various international bodies active in the area of Ombudsman practice, dispute resolution, and financial services.

  • Ombudsman Association (OA)

In 2016 CIFO became a member of the Ombudsman Association (the OA, formerly the British and Irish Ombudsman Association or BIOA) which represents both public and private sector Ombudsman schemes in the United Kingdom, Ireland, and Britain’s Crown Dependencies and Overseas Territories. Details on this association can be seen here.

  • EU Financial Dispute Resolution Network (FIN-NET)

FIN-NET is the European Union’s network of financial dispute resolution schemes and helps consumers resolve cross-border complaints involving financial services. While the Channel Islands are not members of the European Union (EU), the importance of the European market for the Channel Islands’ financial sectors, the extensive regulatory framework being established for the provision of financial services into the EU, and the proportion of complainants referred to CIFO who are resident outside the Channel Islands, make this EU body highly relevant for CIFO. As one of three Official Observers and Affiliate Members of the FIN-NET network (the other two being the Swiss Banking Ombudsman and the Swiss Ombudsman of Private Insurance and of Suva), CIFO attends the semi-annual meetings of FIN-NET. Details on the network can be seen here.

  • The International Network of Financial Services Ombudsman Schemes (INFO Network)

CIFO continues to be an active member of the INFO Network whose membership includes about 60 financial sector bodies around the world engaged in dispute resolution for financial services consumers. The INFO Network focuses on professional development and mutual support amongst member schemes. Details on the network can be seen here.

UNHAPPY WITH THE SERVICE YOU HAVE RECEIVED

While we do our best to provide excellent service to the public and to both parties to a complaint, we understand that there may be times when our service has not met your expectations. In that case, we are interested in your feedback to help us continually improve our service.

If you have any general comments, commendations or concerns that you wish brought directly to the attention of CIFO’s Board of Directors, please click here. Please note, these comments will not be responded to individually.

If you have a specific complaint about the standard of service you have received from a member of CIFO staff, you can raise your concern directly to the Principal Ombudsman & Chief Executive at ombudsman@ci-fo.org or by telephone:

Jersey: (0) 1534 748610
Guernsey/Alderney/Sark: (0) 1481 722218
International: +44 1534 748610

By mail to:
The Principal Ombudsman
Channel Islands Financial Ombudsman (CIFO)
P O Box 114
Jersey, Channel Islands
JE4 9QG

Please note, a service complaint cannot be made about our decision as to whether your complaint falls within our jurisdiction or on the outcome of your complaint about a financial services provider.

If you remain dissatisfied with the response from Principal Ombudsman & Chief Executive or wish to complain about the conduct of the Principal Ombudsman & Chief Executive, please contact the Chairman of CIFO’s Board of Directors, by emailing governance@ci-fo.org or by mail to:

The Chairman
Channel Islands Financial Ombudsman (CIFO)
P O Box 114
Jersey, Channel Islands
JE4 9QG

Please note that the Chairman and Board of Directors are not a point of appeal against Ombudsman decisions.